Support Engineering Manager (Software)

Location: Mexico City, Mexico

Company

hirify.global produces and distributes audio storytelling through a technology platform serving millions of global listeners.

What you will do

• Act as a technical lead and support leader, coaching teams and contributing to the strategic direction of the organization.
• Build expertise in system design and configuration, contribute to architecture decisions, and improve service supportability, scalability, and performance with development and QA teams.
• Lead initiatives spanning multiple services, including efficiency and scaling improvements.
• Manage team-wide outages, escalations, critical issues, documentation, root-cause analysis, and long-term corrective actions.
• Define SLAs and use metrics and analysis to drive performance, planning, reviews, and operational excellence.
• Establish best practices for code management, support, builds, deployments, procedures, and knowledge sharing.

Requirements

• Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining global engineering teams.
• At least 2 years of people management experience leading Support Engineering teams.
• Experience with at least one general-purpose programming language: Java, Python, C++, C#, Go, Rust, or TypeScript.
• Experience designing, building, operating, and managing large-scale distributed systems or web services.
• Experience in operational excellence, security compliance, distributed systems resiliency, and highly available, scalable internet systems with a large customer base.
• Knowledge of software engineering and full software development life-cycle practices, including coding standards, software architecture, code reviews, source control, continuous deployments, testing, and operational excellence.
• Experience communicating and presenting effectively, including communication with senior leadership, technical teams, peers, business stakeholders, and customers.
• Experience driving collaborative projects from conception to delivery, troubleshooting and debugging technical systems, coordinating technical teams, and operating effectively under pressure.
• Experience defining and implementing automation opportunities, managing on-call coverage, handling escalations, and conducting root-cause analysis and error correction.
• Strong analytical skills, attention to detail, effective communication abilities, and the ability to quickly learn and adopt new technologies.

Culture & Benefits

• Inclusive culture focused on delivering strong customer results.
• Opportunity to mentor future leaders, inspire innovation, and contribute to technology supporting millions of listeners.
• Workplace accommodations and application or hiring-process adjustments are available for candidates with disabilities.