Tech Lead, Customer Support (Cybersecurity)

Location: US Remote (East/Central); remote or hybrid options in New York City, Dallas, or Philadelphia.

Base salary: $165,000–$199,000 USD per year, plus equity and potential incentive compensation.

Company

hirify.global Security provides cybersecurity software for protecting SaaS applications, human and machine identities, integrations, and AI-agent access.

What you will do

• Lead, coach, develop, and hire a team of five support engineers.
• Manage case prioritization, workload, coverage, escalation paths, quality standards, and customer communication.
• Own complex and high-priority technical escalations, investigating APIs, integrations, logs, and product behavior.
• Coordinate issue resolution with Product and Engineering and represent Support in critical customer situations.
• Improve team capability through case reviews, troubleshooting guidance, documentation, and coaching.
• Identify recurring issues, improve diagnostics and support workflows, and introduce automation and agentic AI capabilities.

Requirements

• Significant hands-on experience supporting a complex B2B SaaS, cybersecurity, identity, or infrastructure product.
• Strong technical troubleshooting skills across APIs, integrations, logs, and ambiguous product issues.
• Experience leading a small technical team as a people manager or technical lead.
• Sound judgment during customer escalations and strong customer communication skills.
• Experience developing engineers, improving team practices, and using support metrics to improve quality and efficiency.
• Interest in applying automation and AI to support workflows while recognizing where human judgment is required.

Nice to have

• Experience with SaaS security, identity, OAuth, SAML, or enterprise application integrations.
• Experience leading support for security incidents or other time-sensitive customer issues.
• Experience introducing automation, AI, or self-service capabilities into a support team.

Culture & Benefits

• Equity and 401(k).
• Healthcare, dental, and vision coverage.
• Flexible paid time off and paid holidays.
• 12 weeks of new parent or family leave.
• Personal and professional development resources.