Support Analyst (AI)

Location: Texas, US. Hybrid-first role with remote work supported where there is no nearby hirify.global office or regular office travel is impractical. Semi-frequent travel across Europe and beyond is required.

Company

hirify.global builds a margin intelligence data platform that helps energy retailers price, forecast, and serve customers while managing the energy transition.

What you will do

• Own first response and ticket triage for US customers during the assigned shift.
• Turn vague customer reports into reproducible cases and provide complete handoffs to engineering.
• Use the knowledge base, Zendesk automation, and AI tooling to resolve routine issues efficiently.
• Identify knowledge gaps and improve the support knowledge base.
• Develop toward independent tier-2 troubleshooting.

Requirements

• Two to three years of experience in a technical, customer-facing role.
• Clear, warm, and precise written communication, including under pressure.
• Structured problem-solving skills and comfort using browser developer tools.
• Ability to interpret logs and errors and distinguish expected from actual results.
• Hands-on experience with AI tools, including evaluating their limitations.

Nice to have

• Experience with APIs, Python, Zendesk, or Jira.

Culture & Benefits

• Hybrid-first working model with remote support where regular office attendance is impractical.
• Laptop and equipment provided from the first day.
• Generous PTO allowance and health insurance coverage.
• Opportunities for learning, career growth, and expanding scope.
• Regular company-wide gatherings and off-sites.