Director, Support Engineering (SaaS)

Location: Remote in the US or Europe; candidates must be based in North America or Europe

Company

hirify.global provides an AI-powered content operating system that treats content as data and enables flexible content modeling, authoring, automation, and delivery across channels.

What you will do

• Own daily support engineering operations, including queue management, triage, SLA adherence, and escalation paths across time zones.
• Partner with Engineering, Solution Architecture, and Customer Success to resolve complex technical issues for enterprise customers.
• Define support tooling, workflows, runbooks, and the internal knowledge base.
• Track CSAT, first response time, MTTR, escalation rate, and deflection, using support signals to drive continuous improvement.
• Hire, coach, and develop a global team of support engineers and managers.
• Set long-term support strategy and represent the function in product launches, planning, headcount discussions, and executive customer escalations.

Requirements

• Based in North America or Europe.
• 7+ years of experience in technical support or support engineering, including at least 3 years in leadership or management.
• Experience building or scaling support engineering teams at developer-first or API-driven SaaS companies.
• Strong technical foundation, including the ability to read code, debug API integrations, and understand headless architectures and content delivery infrastructure.
• Excellent written and verbal communication skills for explaining complex technical issues to diverse audiences.
• Data-driven, structured, and organized, with the ability to manage competing priorities across a globally distributed team.

Culture & Benefits

• Positive, flexible, and trust-based work environment.
• Global and multicultural group of colleagues and customers.
• Support for long-term professional and personal growth.
• Comprehensive health plans and additional perks.
• Work-life balance designed to accommodate individual and family needs.
• Competitive salary and stock options program.