Manager, Technical Support, VBR

Location: Hybrid in San José, Costa Rica; applicants permanently located outside Costa Rica may be declined

Company

hirify.global provides data resilience and data security posture management solutions for organizations worldwide.

What you will do

• Lead Technical Support teams through Team Leaders and ensure consistent, timely, high-quality customer support.
• Build, coach, and develop customer-centric teams, Team Leaders, and leadership succession.
• Define and manage KPIs covering customer satisfaction, response and resolution times, knowledge reuse, productivity, and operational efficiency.
• Partner with the Director of Technical Support on workforce planning, capacity, headcount, and resource allocation.
• Handle management escalations for complex customer issues and strategic accounts, collaborating with R&D and internal teams.
• Drive KCS, AI-assisted tools, automation, self-service, process improvement, and cross-functional initiatives.

Requirements

• Must be based in Costa Rica for the hybrid role.
• At least 2 years of experience managing a Technical Support team and developing technical support professionals.
• 3–5 years of client or technical support experience with strong problem-resolution skills.
• Knowledge of support operations, ticketing workflows, SLAs and OLAs, escalations, customer engagement models, and support metrics.
• Understanding of cloud, virtualization, storage, data protection, and software products; virtualization and SaaS experience is strongly desired.
• Experience with KCS, CRM and case management platforms, knowledge management systems, AI-driven support tools, analytics, coaching, and performance management; a relevant bachelor’s degree or equivalent experience is required.

Culture & Benefits

• Employer-paid medical, dental, and vision insurance for employees and eligible dependents.
• Employee Assistance Program with therapy, legal, and financial counseling.
• Company-provided life and disability insurance.
• Vacation, statutory holidays, and additional company-wide recharge days.
• Maternity, paternity, adoption, and other family leave programs.
• Paid volunteer time through the hirify.global Cares program.