Software Support Team Lead

Location: Hybrid, Toronto, Ontario, Canada; candidate must be located in Canada.

Company

hirify.global is a global group delivering enterprise software, tailored solutions, and services across Atlassian, AWS, Slack, GitLab, monday.com, and Aha! ecosystems.

What you will do

• Lead, mentor, and develop a team of Software Support Engineers through 1:1s, performance reviews, career development, onboarding, and training.
• Manage workloads, team coverage, support queues, and service performance metrics.
• Act as an escalation point for high-risk tickets, incidents, and service issues.
• Lead incident response and post-mortem activities.
• Identify improvements across support processes, tooling, and training.
• Partner with cross-functional teams to share customer insights and improve support outcomes, documentation, and knowledge sharing.

Requirements

• Experience leading or managing a support team.
• Experience with support platforms such as JSM, Zendesk, or similar.
• Hands-on experience with Atlassian products, including Jira, Confluence, and/or Bitbucket.
• Familiarity with REST/Java APIs, ideally in the Atlassian ecosystem.
• Experience writing code; Groovy or JavaScript/TypeScript is preferred.
• Experience working with cloud-hosted products such as AWS or Azure.
• Strong written and verbal communication skills in English.

Nice to have

• Degree in Computer Science or equivalent experience.
• Knowledge of SDLC processes.
• Previous incident management or project management experience.
• Familiarity with ISO/security standards.
• Understanding of AI best practices and safety.

Culture & Benefits

• Hybrid, flexible, remote-first working approach with flexible working hours.
• Generous paid time off allowance.
• MacBook provided to employees; additional home-office setup support for fully remote workers.
• Paid leave includes 26 weeks for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs.
• Commitment to a diverse, inclusive, and welcoming community.

Hiring process

• Application and interview process with interview preparation resources available.