Tier 2 Support Engineer (AI)

Location: Remote

Salary: $115,000–$130,000 annually, plus equity

Company

hirify.global develops AI-driven computer vision technology that helps industrial organizations improve workplace safety and operational efficiency.

What you will do

• Own and resolve complex technical issues escalated from Tier 1 support.
• Troubleshoot the edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior.
• Collaborate with Customer Success Managers, Engineering, and Product to communicate status, reproduce bugs, and drive root-cause resolution.
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
• Identify recurring support patterns and recommend improvements to platform reliability and deployment quality.
• Participate in on-call rotations for critical customer environments.

Requirements

• 3–5 years of experience in technical support, systems engineering, or a related customer-facing technical role.
• Understanding of engineering systems and processes for debugging, severity assessment, and request routing.
• Solid networking fundamentals, including TCP/IP, firewalls, DNS, and DHCP.
• Experience troubleshooting Linux-based systems or IoT devices.
• Clear written and verbal communication with technical and non-technical stakeholders.
• Ability to manage multiple open issues with ownership and consistent follow-through.

Nice to have

• Experience supporting AI, computer vision, or video analytics platforms.
• Familiarity with AWS, Azure, or GCP.
• Background in warehouse, logistics, manufacturing, or industrial environments.
• Experience with Zendesk, Jira, ServiceNow, or similar support platforms.

Culture & Benefits

• Health, dental, and vision insurance.
• Paid parental leave and generous paid time off.
• Equity through an Equity Incentive Plan.
• Flexible work arrangements, team events, and team-building activities.
• 401(k), HSA options, and pre-tax commuter benefits.