Customer Support Programs and Supportability Lead (Cybersecurity)

Location: US, Remote

Base salary: $154,000–$180,000 annually, plus equity eligibility.

Company

hirify.global is a remote cybersecurity product company developing the NodeZero platform for autonomous penetration testing and security assessment operations.

What you will do

• Lead customer support programs focused on process optimization, tooling, automation, service enablement, and agent productivity.
• Develop proactive and predictive support, automated diagnostics, resolution workflows, chatbots, virtual agents, and AI-driven deflection.
• Own support metrics, KPI definitions, dashboards, and business analytics covering CSAT, NPS, resolution times, deflection, contact costs, and ticket trends.
• Lead the supportability function and act as the bridge between Customer Support, Product Management, and Engineering.
• Define supportability standards, conduct product reviews and gap analyses, and improve observability, logging, monitoring, diagnostics, and self-service APIs.
• Drive root cause analysis, permanent product fixes, supportability scorecards, roadmap influence, budgeting, and technology planning.

Requirements

• 10+ years of experience in enterprise technology customer support, SaaS, cloud, infrastructure, complex B2B software, support operations, support programs, or supportability.
• Proven experience delivering support tools, automation, knowledge management, and analytics at scale.
• Strong partnership experience with Product Management and Engineering on supportability initiatives.
• Deep expertise with Salesforce Service Cloud and Jira; familiarity with Zendesk, Tableau, Looker, Power BI, SQL, and modern automation or AI technologies.
• Demonstrated ability to improve CSAT, deflection rates, and support efficiency.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; ITIL, HDI, PMP, or an advanced degree is preferred.

Nice to have

• Advanced degree or certifications such as ITIL, HDI, or PMP.

Culture & Benefits

• Remote and hybrid work models are available depending on role and location; some roles require regular presence at the Chicago office.
• Health, vision, and dental insurance for employees and families.
• Flexible vacation policy and generous parental leave.
• Full-time roles are eligible for stock options.
• Inclusive, collaborative environment with professional growth opportunities.