Senior Manager, Technical Support Engineering

Location: United States (Remote)

Salary: $164,400–$205,500 annually for employees based in San Francisco and New York; $147,700–$184,600 annually for other U.S. locations. Additional performance bonus and equity eligibility.

Company

hirify.global operates a multitenant, container-based WebOps platform that runs more than 300,000 WordPress and Drupal sites in the cloud.

What you will do

• Lead Technical Support Engineering operations across multiple regions using a follow-the-sun model with regional ownership, handoffs, on-call coverage, and escalation paths.
• Diagnose system-level operational problems and establish scalable procedures, runbooks, playbooks, metrics, and reporting.
• Lead high-impact customer escalations and incidents while coordinating with Customer Success, Account teams, Product, Professional Services, and Engineering.
• Use service data, customer feedback, incident reviews, automation, and AI to improve support quality, capacity, and operational visibility.
• Build and develop a high-performing organization, including managers, team leads, and engineers.
• Drive reliability improvements, stronger Engineering handoffs, reusable runbooks, and measurable workflow improvements.

Requirements

• Significant experience leading technical support, escalation support, site reliability, platform operations, or a related function in a SaaS, cloud, or web infrastructure environment.
• Experience managing globally distributed or follow-the-sun teams and developing managers or team leads.
• Strong incident and escalation management experience, including customer communication during high-impact events.
• Experience partnering with Engineering and Product on defects, reliability, systemic issues, metrics, dashboards, and operating reviews.
• Working knowledge of observability, logs, traces, incident management, ticketing systems, and technical knowledge management.
• Familiarity with WordPress, Drupal, Next.js, or comparable web application and cloud infrastructure environments; a technical, business, or related degree or equivalent practical experience.

Culture & Benefits

• Flexible time off, sick days, and 13 paid holidays.
• Comprehensive medical, dental, and vision insurance.
• Paid parental leave plus fertility, adoption, and family planning benefits.
• In-office workspaces are available in San Francisco and Chicago.
• Monthly wellness and reading allowance, LinkedIn Learning access, and team and company events.
• Industry-competitive compensation, performance bonus eligibility, and equity plan.

Hiring process

• Reasonable accommodations are available for applicants with disabilities during the interview process.
• Visa sponsorship is not available at this time.