Director AI/ML - Performance & Supportability

TL;DR

Director AI/ML - Performance & Supportability: Shaping the strategy and leading teams to drive improvements in product performance and operational supportability for the ZDX platform. Focus on building and scaling high-performing engineering and product teams focused on telemetry, root cause analysis, and end-to-end service quality, using automation and AI to simplify support processes.

Location: Hybrid

Company

hirify.global is a cloud security company providing the AI-powered hirify.global Zero Trust Exchange™ platform to protect enterprises from cyberattacks and data loss.

What you will do

• Define and execute the performance and supportability roadmap for ZDX, aligning with customer needs and business goals.
• Build and scale high-performing engineering and product teams focused on telemetry, root cause analysis, and end-to-end service quality.
• Drive a customer-first culture by advocating for frictionless experiences, rapid incident resolution, and intelligent insights.
• Partner with cross-functional leaders in product, support, engineering, and SRE to close feedback loops and accelerate issue resolution.
• Simplify the support process through automation and AI.

Requirements

• 14+ years of experience in product engineering, platform engineering, or cloud/SaaS infrastructure and at least 5 in a leadership role.
• Proven track record of building and scaling distributed systems with a focus on performance and reliability.
• Strong technical foundation and the ability to deep dive into architecture, telemetry pipelines, and incident workflows.
• Experience leading multi-functional teams and partnering with support and SRE to deliver customer-impacting solutions.
• Experience building, deploying and tuning Machine Learning Models and algorithms.

Nice to have

• Experience with digital experience monitoring (DEM), AIOps, or customer support observability tools.
• Experience with networking protocols (L4 to L7).
• Experience building systems with Transformer Models and LLMs.

Culture & Benefits

• Inclusive environment that values all backgrounds and perspectives.
• Various health plans.
• Time off plans for vacation and sick time.
• Parental leave options.
• Retirement options.
• Education reimbursement.