Senior Manager, Support Engineering (AI)

Location: San Francisco, California, United States

Base salary: $160,000–$180,000 per year, plus incentive compensation, equity grants, paid time off, and group health insurance.

Company

hirify.global provides application monitoring tools that help developers identify and resolve errors and performance issues, serving more than 200,000 organizations.

What you will do

• Lead, manage, and coach a team of Technical Support Engineers.
• Define support strategy, coverage models across time zones, on-call practices, escalation paths, and career development plans.
• Own support metrics including customer experience, time to resolution, and escalation rate.
• Use support data to drive improvements to the product, documentation, internal operations, and SDKs.
• Develop the roadmap and quality standards for AI-assisted support agents and automation.
• Lead high-stakes enterprise escalations and partner with Engineering, Product, Customer Success, Solutions Engineering, and Sales.

Requirements

• 8+ years of experience in technical support, support engineering, or software engineering at a SaaS or developer tools company.
• 3+ years managing Technical Support Engineers, including hiring and team development.
• Ability to read code in several of Python, JavaScript/TypeScript, Java, or Ruby and debug frontend, backend, and infrastructure issues.
• Strong understanding of distributed systems, APIs, and observability tools including errors, tracing, and logs.
• Hands-on experience running AI or automation in a support organization, including understanding its failure modes.
• Clear written communication with customers, executives, and engineers, plus experience using support data to drive product and process changes.

Nice to have

• Experience at a developer tools or observability company.
• Previous software engineering experience.
• Experience managing teams across multiple time zones.
• Open-source contribution or maintainer experience.

Culture & Benefits

• Engineering-oriented support organization focused on solving root causes rather than only responding to tickets.
• Employee benefit plans including incentive compensation, equity grants, paid time off, and group health insurance.
• Inclusive workplace committed to equal employment opportunities and reasonable accommodations.
• Open-source approach focused on making software and the industry more accessible.