AI Client Support Engineer

Location: London, UK — hybrid

Company

hirify.global develops products for professional and financial services, including AI capabilities integrated into enterprise workflows.

What you will do

• Investigate and resolve client support issues involving hirify.global Celeste and integrations across DealCloud, hirify.global Collaboration, hirify.global Walls, and risk and compliance products.
• Triage AI-specific issues including model response quality, retrieval and grounding errors, agentic workflow failures, and integration-layer problems.
• Create, prioritize, track, and update issues and feature requests in Microsoft Azure DevOps and Jira.
• Reproduce and document edge cases using logs, HAR files, API traces, and clear escalation materials for engineering.
• Provide structured feedback to Product and Engineering on production AI behaviour, regressions, and recurring customer patterns.
• Maintain integration knowledge-base documentation and train first- and second-line support staff.

Requirements

• Proven experience providing technical support for enterprise AI products.
• Strong troubleshooting skills across APIs, logs, browser developer tools, network traces, and API responses.
• Understanding of LLM products, retrieval-augmented generation, prompt behaviour, and agentic workflows.
• Experience with service desk platforms and ITIL-aligned processes.
• Ability to explain technical issues to non-technical stakeholders, prioritize concurrent incidents, and provide actionable engineering feedback.
• Understanding of professional and financial services workflows is advantageous.

Culture & Benefits

• Modern, connected, and flexible work environment.
• Training and continuing-education reimbursement.
• Modern open offices with complimentary lunches and stocked kitchens.
• Wellness programs, flexible time off, and family-formation benefits.
• Paid volunteer time off and donation matching.

Hiring process

• The process generally includes three or more virtual or in-person meetings.