Technical Support Manager (AI)

Location: Remote; working hours are 9:00 AM–18:00 PM Istanbul time.

Company

hirify.global is an online English language school for children aged 4–12 and an IT company with more than 450 professionals.

What you will do

• Handle incoming technical requests and incidents from Level 1 support agents.
• Investigate, reproduce, troubleshoot, and resolve technical issues or escalate them to the appropriate team.
• Identify recurring problems and propose product or process improvements.
• Maintain an internal knowledge base with solutions for the Level 1 Support team.
• Prepare reports and communicate technical issues and trends to teammates.
• Identify opportunities to reduce repetitive support requests through automation.

Requirements

• At least 1 year of experience in a similar Level 2 Technical Support role supporting a large user base of 1,000+ users.
• Confidence working with admin panels, billing systems, and back-office tools.
• English proficiency at B2 level or higher, written and spoken.
• Analytical, evidence-driven troubleshooting skills, including checking logs and system data before drawing conclusions.
• Strong motivation to grow in technical support and develop automation skills.
• Practical experience using AI assistants, with an interest in prompting and AI-driven support automation.

Nice to have

• Experience working in a team environment.
• Experience reading technical system logs, such as Nginx or Kibana logs.
• Basic SQL knowledge or experience with BigQuery, Metabase, or similar reporting tools.

Culture & Benefits

• Remote work.
• 40 hours per week.
• Working hours aligned with Istanbul time, from 9:00 AM to 18:00 PM.