Technical Escalation Manager (ABA SaaS)

Location: Hybrid role based in Fort Lauderdale, Florida, United States

Base salary: $55,000–$70,000 USD per year

Company

hirify.global provides software for autism and IDD care, Applied Behavior Analysis, multidisciplinary therapy, and special education. The company is backed by Roper Technologies and serves therapy providers, educators, and employers.

What you will do

• Triangulate customer technical issues and requests across Customer Success, Sales, Support, and Product.
• Replicate and document cases in an actionable, concise format.
• Assist with prioritizing technical issues, requests, and bugs.
• Groom cases by adding context and documentation to support issues.
• Help Support members engage with customers by providing context on product defects and feature requests.
• Communicate case updates proactively, manage delivery expectations, and meet response-time, resolution-time, and customer-satisfaction targets.

Requirements

• 2+ years of experience in the ABA space, including Clinical and Practice Management domain knowledge.
• 1+ year of experience in a B2B SaaS company.
• Ability to diagnose and recreate issues.
• Analytical, process-oriented, highly organized, and detail-oriented approach.
• Strong communication, presentation, collaboration, prioritization, and organizational skills.
• Ability to prioritize work, shift priorities to meet deadlines, and work with minimal direction.
• Strong customer empathy and ability to represent the customer’s voice internally.
• Ability to build cross-functional relationships and work successfully with employees at all levels.
• Ability to work effectively in a fast-paced, changing, distributed, semi-virtual team environment with a high sense of urgency.

Culture & Benefits

• Hybrid work environment with collaborative offices in Fort Lauderdale and Holmdel in the United States, and Verona in Italy.
• Health benefits, generous paid time off, 401(k) matching, and paid parental leave for full-time employees.
• Career development support and wellness programs.
• Impact-, inclusion-, and flexibility-oriented culture with opportunities to participate in community engagement through CR Cares.