Manager, Technical Support (Cloud Infrastructure)

Location: Remote work from home in Mexico City, Mexico

Company

hirify.global provides multicloud solutions across applications, data, and security, including the design, management, and optimization of scalable technology services.

What you will do

• Lead Cloud Administrators and Cloud Engineers delivering 24x7 managed support across public cloud platforms.
• Manage ticket queues, workload distribution, support coverage, backlog health, service levels, and operational quality.
• Coordinate customer escalations, major incidents, and business-critical events with Incident Management, vendors, and cross-functional teams.
• Recruit, onboard, coach, develop, and retain technical team members while supporting career growth and succession planning.
• Review customer trends, service metrics, CSAT, SLA performance, capacity, and churn risk to improve service delivery.
• Drive automation, runbook development, operational documentation, process improvements, reporting, and strategic planning.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support.
• 2+ years of experience managing technical teams.
• Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
• Experience with customer escalations and service delivery operations, along with strong analytical, communication, coaching, and stakeholder management skills.
• Fluent English communication skills and Spanish proficiency are required.

Nice to have

• Public cloud certifications in AWS, Azure, or GCP.
• Experience with managed services, SRE, DevOps, or modern operational support models.
• Experience leading distributed and geographically diverse teams.
• Experience driving automation and operational improvement programs.

Culture & Benefits

• Remote work from home in Mexico City.
• Focus on customer satisfaction, accountability, collaboration, continuous learning, and employee development.
• Opportunity to work with leading cloud technologies and cross-functional international teams.
• Success is measured through CSAT, SLA and SLO attainment, team engagement, service quality, escalation effectiveness, and strategic improvements.