Engineering Manager, Tier 2 Support (Robotics)

Location: Columbus, Ohio, United States

Company

hirify.global develops AI-driven robotic systems that adapt, learn, and operate in real-world industrial environments.

What you will do

• Lead and develop a Tier 2 software support team handling advanced troubleshooting and complex production issues.
• Own escalations from Tier 1 support, driving timely root-cause analysis and durable fixes.
• Partner with Product, Systems Integration, Robotics, Engineering, and Customer Operations to improve reliability and customer satisfaction.
• Establish support processes, tooling, service-level agreements, incident response practices, and postmortems.
• Provide hands-on technical guidance while mentoring engineers and improving monitoring, alerting, documentation, and runbooks.
• Build a support engineering culture focused on accountability, continuous improvement, and customer impact.

Requirements

• 5+ years of experience leading and mentoring software or support engineering teams.
• Strong ability to organize, prioritize, and motivate teams in fast-paced, production-critical environments.
• Experience supporting and maintaining large-scale, distributed, or production software systems.
• Ability to balance people leadership with hands-on technical involvement.
• Systems-thinking mindset with a focus on reliability, quality, and operational excellence.

Culture & Benefits

• Daily free lunch.
• Flexible paid time off.
• Medical, dental, and vision coverage.
• Six weeks of fully paid parental leave, plus an additional 6–8 weeks for birthing parents.
• 401(k) retirement plan through Empower.
• Employee referral bonuses and an inclusive, collaborative work environment.