Supervisor, Technical Support (Robotics)

Location: USA remote with travel to client and customer locations; up to 15% travel may be required

Salary: $87,000–$119,900 base pay annually, plus benefits

Company

hirify.global develops AI-powered robotic and software platforms that automate high-density warehouse operations and optimize supply chains.

What you will do

• Lead and develop the Technical Support team using KPI tracking, ticket audits, coaching, and SLA management.
• Manage daily shift operations, support coverage, queue velocity, and customer-impact prioritization.
• Serve as Duty Manager for high-priority incidents, coordinating communications, escalations, resources, and cross-functional response.
• Own critical customer relationships and provide clear executive-level updates on impact, timelines, and resolution estimates.
• Lead change management for new support functions and CRM implementation, including communication, training, and adoption.
• Drive post-incident reviews, root cause analysis, automation, tooling improvements, and proactive service delivery.

Requirements

• Bachelor’s degree in Mechanical Engineering, Computer Science, or a related technical field preferred; equivalent technical experience is considered.
• At least 3 years of customer support experience in a complex, fast-paced technical environment.
• At least 1 year of people management or team leadership experience preferred.
• Experience working in a 24/7 support environment with a strong focus on customer success.
• Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings.
• Ability to manage multiple high-priority issues calmly, analyze data, and act as a trusted customer advisor.

Nice to have

• Linux shell, scripting, and task automation experience.
• Experience with Ansible, Kubernetes, RabbitMQ, and SQL scripting.
• Experience operating in scaling environments and leading through organizational growth and increasing complexity.

Culture & Benefits

• Work within a cross-functional Service Operations organization supporting Engineering, Implementation, Customer Operations, QA, Sales, and Commissioning.
• Medical, dental, vision, disability, 401(k), PTO, and other benefits are included.
• Travel expenses are reimbursed bi-weekly; the employee manages expenses using a personal credit card.
• Equal opportunity workplace that values collaboration, diverse perspectives, and inclusion.