Manager, Technical Support (Networking)

Location: Mexico City, Mexico; hybrid. The role includes managing an in-office support team providing 24/7/365 support to global customers and partners.

Company

hirify.global provides network observability solutions that deliver network-derived intelligence to cloud, security, and observability tools for complex hybrid infrastructures.

What you will do

• Lead technical support teams in Mexico and maintain high-quality post-sales support for customers and partners.
• Monitor customer responsiveness, satisfaction, case management, knowledge sharing, and escalation quality.
• Manage customer escalations, situational communications, and progress reporting to leadership.
• Conduct one-on-ones, career planning, performance reviews, and other people management activities.
• Collaborate with sales, product management, engineering, and other business units.
• Use analytical problem-solving and continuous improvement practices to strengthen customer experience and operational performance.

Requirements

• 8+ years of experience in customer support, ideally in a technical support environment.
• 0–2 years of experience in a people management position and proven experience managing more than five direct reports.
• Bachelor’s degree in Computer Science or Engineering preferred.
• Familiarity with CRM, knowledge base, and ACD systems.
• Strong oral and written communication skills, including escalation management and project coordination.
• Ability to work in the Mexico City office under a hybrid arrangement.

Culture & Benefits

• Work in a customer- and employee-focused support organization.
• Collaborate with global customers, partners, and cross-functional business teams.
• Contribute to a diverse and inclusive work environment.
• Support continuous improvement and operational excellence across the organization.