Support Services Specialist (AI)

Location: Remote, U.S. based only; must be authorized to work in the United States, pass FBI fingerprint and background checks in multiple states, and obtain CJIS clearance in all states. Availability is required during core business hours with a periodic on-call rotation.

Salary: $70,000–$80,000 per year, plus bonus, benefits, flexible time off, and additional compensation for on-call duties.

Company

hirify.global develops the AI-powered CommsCoach platform for 9-1-1 and emergency communications centers, automating quality assurance, training, and real-time call evaluation.

What you will do

• Serve as the first point of contact through chat, email, phone, and internal request channels.
• Document every interaction accurately in the support system and maintain up-to-date customer records.
• Prioritize, troubleshoot, resolve, route, and escalate customer issues according to SLA requirements and operational impact.
• Own customer communication for open tickets, follow up on missing information, and determine when stalled requests should be closed.
• Monitor system alerts, including downtime notifications, and take timely action.
• Provide proactive updates about product announcements, known issues, and process changes while participating in the after-hours on-call rotation.

Requirements

• 2+ years of experience in customer support, help desk, or a similar customer-facing role at a technology company, preferably SaaS.
• Strong troubleshooting, issue triage, prioritization, and multi-channel queue management skills.
• Clear professional verbal and written communication, independent work habits, and the ability to meet response and resolution expectations.
• Working experience with AI tools, including data processing, prompt generation, and using AI for efficiency.
• U.S.-based, authorized to work in the United States, and able to obtain CJIS clearance in all states.
• Experience with Intercom, Salesforce, Jira, or comparable support and ticketing platforms; comfortable working in Slack-based workflows.

Nice to have

• Exposure to 9-1-1, public safety, or government technology environments.

Culture & Benefits

• Remote work for U.S.-based employees.
• Bonus, benefits, and flexible time off.
• Additional compensation for on-call duties.
• Customer-focused work supporting 9-1-1 professionals and emergency communications centers.