Technical Support Manager (AI)

Location: Remote from the United Kingdom; Europe time zone preferred, with sufficient overlap across US and Asia hours.

Company

hirify.global develops media generation APIs, Serverless, LLM, and dedicated GPU capacity products.

What you will do

• Own the technical support function across product lines, defining customer tiers, SLAs, coverage models including 24/7 support for priority customers, and escalation paths.
• Build and scale the support organization by hiring, onboarding, and developing support engineers and team leads.
• Establish Support as the first point of contact for customer and prospect technical inquiries, with clear handoffs to Sales and Customer Success.
• Reduce Engineering dependency by closing knowledge, access, and tooling gaps and increasing Support-owned resolutions.
• Automate routing, triage, AI-assisted first responses, self-service, and workflows using Pylon and other relevant tools.
• Track support performance and customer risks, investigate complex incidents hands-on, and maintain knowledge bases, playbooks, and runbooks.

Requirements

• Several years of experience leading technical support or support engineering teams at an API-first, developer tools, cloud, or infrastructure company, including building or scaling a support function.
• Strong technical depth in APIs, logs, metrics, and distributed systems, with the ability to read code and investigate complex technical issues independently.
• Proven experience automating support operations and reducing escalations to Engineering.
• Experience defining support tiers, SLAs, coverage models, and support KPIs.
• Comfort with ambiguity and building from scratch, with a proactive, hands-on approach to problem solving.

Nice to have

• Experience supporting AI/ML inference, GPU infrastructure, or serverless compute products.
• Hands-on experience with AI-assisted support tooling and automation.
• Exposure to Pylon, Zendesk, Intercom, Jira, Linear, GitHub Issues, Datadog, Grafana, Postman, REST APIs, JSON, HTTP status codes, Notion, Confluence, or GitHub Docs.

Culture & Benefits

• Remote-first work with core collaboration hours and flexible scheduling outside those hours.
• In-person company retreats twice a year.
• Paid vacation, sick days, and public holidays.
• Meaningful stock options and paid maternity, paternity, and caregiver leave.
• Fast release cycles followed by planned downtime for recovery.