Manager, Technical Support (SaaS)

Location: Remote, based in Mexico City, Mexico

Company

hirify.global provides an enterprise hiring platform combining SaaS, AI-powered insights, automation, and connected talent experiences.

What you will do

• Lead a team responsible for troubleshooting, customer issue resolution, and break-fix support.
• Oversee daily support operations, service levels, case volumes, backlogs, response times, and resolution performance.
• Handle complex and high-impact escalations while partnering with customers and internal stakeholders.
• Identify recurring issues and root causes affecting customer satisfaction.
• Improve support processes, documentation, knowledge sharing, and troubleshooting practices.
• Optimize customer-facing CRM automations and the Zendesk and Salesforce ticketing environment.

Requirements

• 5+ years of experience in Technical Support, Customer Support, SaaS, or related technical customer-facing roles.
• Experience managing or coaching technical support professionals.
• Strong understanding of support operations, issue resolution, and service delivery metrics.
• Excellent problem-solving, prioritization, communication, and cross-functional collaboration skills.
• Experience working with Product, Engineering, and Customer Success teams.
• Bachelor's degree or equivalent experience preferred.

Nice to have

• SaaS or technology industry experience.
• Experience building and monitoring customer-facing CRM automations.

Culture & Benefits

• 100% remote work from Mexico.
• Direct employment with full legal benefits.
• Medical insurance including dental, vision, and travel coverage.
• 18 labor days of vacation.
• Support for furniture and equipment.
• Inclusive workplace committed to diversity and equal opportunity.