Senior Manager, Technical Support (1pm - 10pm) (Cybersecurity)

Location: Belfast, Northern Ireland; working hours are 1:00–10:00pm GMT.

Company

hirify.global provides human- and agent-centric cybersecurity solutions that protect people, data, and AI workflows across email, cloud, and collaboration tools.

What you will do

• Manage a team of Product Support Engineers serving large enterprise customers in the US.
• Develop and execute tactical and strategic technical support initiatives.
• Manage customer request identification, prioritization, resolution, ticket monitoring, and support resource coordination.
• Lead customer escalations and communicate with customers, engineering teams, and executives.
• Collaborate with Product Management, Engineering, and Operations to improve customer experience.
• Use analytics, metrics, reporting tools, and process improvements to strengthen support operations.

Requirements

• Experience managing enterprise-class technical support teams.
• Track record of creating processes for efficient customer support organizations.
• Knowledge of security platforms, email protection, cloud services, and SaaS.
• Experience with multi-channel support models, including email, phone, social media, communities, and chat.
• Experience using CRM and metric-reporting platforms.
• Strong verbal, written, interpersonal, self-management, multitasking, and prioritization skills.

Culture & Benefits

• Flexible work environment.
• Competitive compensation and comprehensive benefits.
• Career development opportunities and recognition for contributions.
• Annual wellness and community outreach days.
• Global collaboration and networking opportunities.
• Inclusive culture welcoming diverse backgrounds, experiences, and perspectives.

Hiring process

• Submit an application with supporting information.