Manager, Technical Support – Projects & Services (Global)

Location: Toronto, ON, Canada; hybrid working model with global coordination responsibilities

Company

hirify.global is a public precision-technology company, and Qualitrol manufactures monitoring and protection devices for high-value electrical assets and OEM customers.

What you will do

• Lead a distributed network of factory-based and regional technical support personnel across Generation, CBM, and Grid & GIS.
• Own advanced escalation for complex product issues across commissioning, deployment, after-warranty support, and project execution.
• Standardize diagnostics, troubleshooting methods, documentation, escalation paths, and serviceability practices across product lines.
• Own global case intake and management in Salesforce, including routing, triage, prioritization, knowledge management, and self-service automation.
• Act as the primary technical liaison between Field Service, Engineering, Quality, End Users, and regional support teams.
• Define KPIs, lead root cause investigations and PIR processes, and drive continuous improvement across products and support operations.

Requirements

• Bachelor’s degree in Electrical Engineering, Electronics, or a related field.
• 7+ years of experience in technical support, engineering, or field service.
• Experience with multiple product lines or complex systems and demonstrated leadership in global or multi-site environments.
• Strong troubleshooting, structured problem-solving, prioritization, decision-making, and communication skills.
• Experience with project delivery or commissioning, enterprise systems such as Salesforce and JIRA, and technical support workflows.
• Willingness to travel to manufacturing and customer sites and work in industrial environments.

Nice to have

• Advanced degree or professional designation such as P.Eng.
• Background in power systems, monitoring, or industrial diagnostics.
• Experience with automation or AI-enabled support environments.

Culture & Benefits

• Hybrid working model with global coordination responsibilities.
• Regular interaction with international teams and customers across multiple time zones.
• Work with mission-critical instruments, sensors, and subsystems for power generation, transmission, and distribution.
• Equal opportunity workplace committed to diversity and reasonable accommodations.