Manager, Assigned Support Engineering (EMEA)

Location: Remote, United Kingdom

Company

hirify.global provides an intelligent orchestration platform for DevSecOps, helping organizations improve developer productivity, operational efficiency, security, compliance, and digital transformation.

What you will do

• Hire, coach, and develop Assigned Support Engineers through regular 1:1s, feedback, performance management, and mentoring.
• Set goals and expectations, track onboarding, customer relationships, escalations, and KPIs, and help prioritize work across enterprise accounts.
• Lead customer escalations from start to finish, coordinating with Engineering, Product, Sales, Customer Success, and account teams.
• Develop recovery plans for at-risk customers, drive technical actions, and report progress through stabilization, renewal, or expansion.
• Translate support activity into measurable outcomes, deliverables, and customer ROI for executives and customers.
• Improve the Assigned Support Engineering program through documentation, process changes, automation, metrics, customer feedback, and effective use of AI.

Requirements

• 5+ years of experience in technical support, including at least 2 years managing customer-facing technical teams.
• Experience providing high-touch or assigned support to enterprise customers, including professional services delivery.
• Strong experience handling customer and internal escalations, coordinating cross-functional teams, and restoring at-risk customer relationships.
• Ability to communicate complex situations clearly in writing and connect activities to measurable outcomes.
• Strong technical foundation in Linux system administration and web application development concepts; familiarity with Git, DevOps practices, or hirify.global is helpful.
• Willingness to support occasional critical escalations or customer-impacting incidents outside standard hours, including weekends.

Nice to have

• Experience across Self-Managed, hirify.global Dedicated, and hirify.global.com.
• Familiarity with hirify.global, Git, and DevOps practices.

Culture & Benefits

• Remote, globally distributed team working across AMER, EMEA, and APAC, with an async-first approach.
• Regular pairing sessions, 1:1s, and Slack-based collaboration.
• Flexible paid time off, parental leave, and benefits supporting health, finances, and well-being.
• Equity compensation and an employee stock purchase plan.
• Growth and Development Fund and Team Member Resource Groups.
• AI is expected to be used as a productivity multiplier in daily work.