Staff Technical Support Manager, Enterprise

Location: Remote

Company

hirify.global is a nonprofit-backed technology company building open-source products and services, including Firefox, with a mission to keep the internet accessible and beneficial to people.

What you will do

• Build and launch hirify.global’s first B2B technical support operations capability, including workflows, escalation paths, governance, and continuous improvement.
• Manage external support vendors end to end, including selection, contracting support, onboarding, workforce planning, performance management, invoicing, renewals, and investment recommendations.
• Create vendor training, support playbooks, standard operating procedures, quality frameworks, knowledge materials, and release-readiness coordination.
• Forecast customer demand and support capacity across staffing, coverage, languages, service quality, cost, geographies, and support models.
• Define service objectives, KPIs, dashboards, operational reviews, and corrective-action plans.
• Lead enterprise escalations and major B2B incident response, coordinating vendors, engineers, customers, and internal leaders through resolution and post-incident analysis.

Requirements

• 5+ years of experience in B2B or enterprise technical support operations, service delivery, customer operations, vendor management, or a related field.
• Experience building, scaling, or transforming a support operation and managing outsourced support vendors or BPO partners.
• Experience with vendor selection, contracts, statements of work, budgets, forecasts, invoices, renewals, or related procurement processes.
• Experience with Zendesk or CRM platforms, Jira or similar issue-tracking systems, workflow design, reporting, and operational analytics.
• Strong knowledge of enterprise support and service management, including service levels, severity models, escalations, incident management, problem management, and root cause analysis.
• Technical fluency across enterprise software, browsers, endpoint management, identity, certificates, proxies, networks, security tools, and managed customer environments.

Nice to have

• Experience with multilingual or multi-region support operations.
• Experience building and leading B2B or enterprise technical support teams.
• Familiarity with GDPR, enterprise security requirements, and regulated customer environments.

Culture & Benefits

• Remote work with country-specific holidays and a birthday day off.
• Medical, dental, and vision coverage, plus retirement contributions with immediate vesting.
• Performance-based bonus plans, paid parental leave, and employee referral bonuses.
• Home office stipend, annual professional development budget, and quarterly well-being stipend.
• Quarterly company-wide wellness days and additional life, disability, and employee assistance benefits that vary by country.