Senior Technical Support Engineer (AI Platform)

Location: Remote United Kingdom

Company

hirify.global builds software that helps large AI-driven organizations develop and operate data science and AI solutions at scale, combining model development, MLOps, collaboration, reuse, and reproducibility.

What you will do

• Own enterprise technical support cases from initial triage through resolution across all severity levels.
• Diagnose Kubernetes and cloud infrastructure issues, including pod failures, resource limits, persistent volumes, RBAC, ingress, and cluster-level problems.
• Troubleshoot ML platform issues involving workspaces, jobs, environment builds, model deployments, and data connectors.
• File detailed bug reports and enhancement requests in Jira while advocating for customers with Product and Engineering.
• Create and review knowledge-base articles, troubleshooting guides, and technical documentation.
• Coordinate case handoffs across AMER, EMEA, and APAC, run live customer troubleshooting sessions, and participate in the EMEA weekend on-call rotation.

Requirements

• 3–5 years of experience in enterprise technical support, solutions engineering, or a similar customer-facing technical role at a SaaS or data/AI platform company.
• Hands-on Kubernetes experience with pod lifecycle, kubectl, RBAC, namespaces, persistent volumes, and cluster troubleshooting.
• Strong Linux and command-line skills, including log analysis, process management, filesystem navigation, and shell scripting.
• Familiarity with Python-based ML workflows, including Jupyter, package management, model training, and model serving.
• Experience with AWS, GCP, or Azure and containerized application environments.
• Bachelor’s degree in computer science, engineering, or a related technical field, or equivalent experience; clear written communication and effective asynchronous collaboration are required.

Culture & Benefits

• Remote-first work in a globally distributed team.
• Follow-the-sun collaboration across AMER, EMEA, and APAC.
• Growth mindset with an emphasis on continuous improvement.
• Inclusive environment welcoming people from diverse backgrounds and identities.
• Teaching and learning culture designed to equip employees for success.