Team Lead, Customer Support (PKI)

Location: Remote, UK

Company

hirify.global provides trust infrastructure and security software for cryptographic identities used by humans, machines, and AI.

What you will do

• Lead, mentor, and develop a regional team of customer support engineers.
• Oversee ticket assignments, SLA compliance, timely case closure, and workload balance.
• Handle enterprise customer escalations and serve as the primary point of contact for complex support issues.
• Coordinate with product development, engineering, professional services, customer success, and global support teams to resolve issues.
• Monitor case trends and support metrics, identify improvement areas, and provide actionable insights.
• Maintain knowledge-base documentation and promote knowledge sharing across the support organization.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Strong customer support experience, including leadership in senior technical teams and junior support leadership.
• Strong knowledge of cryptography and PKI solutions.
• Experience managing complex projects, multiple priorities, support metrics, and data analysis.
• Ability to lead and mentor teams, communicate effectively, handle escalations, and resolve conflicts.
• Understanding of ITIL or NIST frameworks and support processes.

Nice to have

• Professional or technical support certification such as CSP, CSM, ITIL Foundation, or Security+.

Culture & Benefits

• Permanent, full-time employment in an environment balancing autonomy and structure.
• Comprehensive benefits coverage and competitive time off globally.
• Monthly second-Friday company-wide day off, subject to change.
• Paid parental leave, adoption and fertility support, and wellbeing resources.
• Professional development through talent development and cross-functional meetings.
• Volunteer days, nonprofit matching, employee ambassadors, and diversity and inclusion initiatives.