Technical Support Manager (SaaS)

Location: Remote, any location; travel may be required less than 10% of the time for periodic in-person company meetings. QCSS is headquartered in Cambridge, Massachusetts.

Company

hirify.global develops data-driven software solutions that simplify Managed Long Term Services and Supports delivery and help health plans and providers improve outcomes for vulnerable populations.

What you will do

• Lead day-to-day support desk operations and ensure timely, high-quality service across client health plans.
• Own response times, resolution times, SLA compliance, service quality, workload monitoring, and support metrics.
• Act as the escalation point for customer issues and critical incidents while independently troubleshooting complex application problems.
• Administer and optimize Jira Service Management, dashboards, reports, KPIs, workflows, and support automation.
• Partner with Product, Engineering, Customer Success, and Implementation to resolve issues and improve customer experience.
• Develop support SOPs, internal documentation, and customer-facing Knowledge Center content.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.
• Strong experience with Jira Service Management or similar help desk platforms.
• Experience managing support operations, service delivery metrics, and customer support processes.
• Strong problem-solving, organizational, analytical, verbal, written, and presentation skills.

Nice to have

• Experience supporting healthcare organizations, health plans, managed care organizations, or healthcare technology solutions.
• Experience with healthcare SaaS platforms and data-driven solutions.
• Knowledge of customer success methodologies and customer lifecycle management.
• Experience developing dashboards and reports with Jira and business intelligence tools.

Culture & Benefits

• Remote work available from any location.
• Opportunity to support healthcare insurers and providers serving vulnerable populations.
• Work focused on health equity, improved access to care, cost efficiency, and measurable health outcomes.
• Periodic in-person company meetings may require limited travel of less than 10%.

Hiring process

• 30-minute initial screening call.
• 60-minute first interview by video.
• 90-minute final video interview including presentation of an exercise, followed by reference and background checks.