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9 дней назад

Global Support Manager, Tier 3 (AI)

Формат работы
hybrid
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Ukraine
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Global Support Manager, Tier 3 (AI): Building and leading a global Tier 3 Support capability for complex customer and product issues with an accent on distributed team leadership, operating-model design, technical escalation, and stakeholder management. Focus on prioritizing requests, allocating resources, shortening resolution times, sharing technical knowledge, and applying AI and automation to improve support effectiveness.

Location: Kyiv, Ukraine — Hybrid

Company

hirify.global develops 3D scanners and software solutions for dental and hearing professionals, serving customers in more than 130 countries with development teams in Denmark, Ukraine and North Macedonia and production in Poland.

What you will do

  • Build and lead one global Tier 3 Support team across sites, countries and cultures.
  • Establish the global operating model for receiving, prioritizing and allocating complex support requests.
  • Improve workflows, transparency, ownership and resolution times across regional Support teams.
  • Develop technical expertise through training, troubleshooting guidance and knowledge sharing.
  • Strengthen escalations and collaboration with regional Support, PPS, R&D, IT, Product and Customer Insights.
  • Identify and implement AI, automation and other technology improvements for troubleshooting, knowledge sharing and case handling.

Requirements

  • Strong people leadership experience, ideally in technical support, service, engineering or a similar environment.
  • Experience leading distributed and multicultural teams.
  • At least 2 years of experience working in Tier 3 and a strong understanding of complex technical support and escalation environments.
  • Ability to build effective prioritization and resource-allocation processes.
  • Strong stakeholder management across Support, Product, R&D and other functions.
  • Ability to turn complex technical and customer information into clear, actionable communication.
  • Curiosity and practical experience with AI, automation or other technologies that improve Support effectiveness.

Culture & Benefits

  • Meaningful work contributing to the future of dentistry.
  • Professional, friendly and supportive environment with ongoing professional growth and development.
  • Healthy work-life balance.
  • 24 working days of annual vacation, medical insurance, paid sick leave, child sick leave, and maternity and paternity leave.
  • Office breakfasts and lunches, free employee parking, and comfortable office conditions in UNIT.City.
  • Occasional business trips to Western Europe.

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