Technical Support Team Lead (SaaS/AI)

Location: Hybrid in Israel; occasional coordination during CST hours and on-call support during weekends and holidays may be required.

Company

hirify.global builds an authorization and agentic AI access-management product that addresses identity security challenges for global enterprises.

What you will do

• Lead a global technical support team through hands-on troubleshooting, log analysis, API debugging, and system diagnostics.
• Mentor support engineers and develop their technical expertise across the product suite.
• Improve workflows, resource allocation, ticket triage, shift planning, SLA adherence, and service quality.
• Use data and AI tools to identify recurring issues, automate root-cause analysis, and strengthen proactive support.
• Collaborate with R&D, Professional Services, and Product teams to escalate and resolve complex customer incidents.
• Monitor resolution time, CSAT, case volume, and other metrics while maintaining knowledge-sharing and onboarding materials.

Requirements

• 3+ years of experience managing a technical support team in a SaaS environment.
• Hands-on expertise diagnosing complex issues, analyzing logs, and debugging APIs.
• Strong working knowledge of REST APIs, SQL, Linux, Bash scripting, and system monitoring tools.
• Experience with AWS, Kubernetes, and Docker.
• Proficiency with ticketing systems, particularly Jira Service Management.
• Experience supporting enterprise customers in high-pressure, time-sensitive environments and in global, distributed support organizations.
• Excellent problem-solving, analytical, organizational, communication, and interpersonal skills, with proven cross-functional collaboration.
• Ability to work in a fast-paced, dynamic environment with ownership and accountability.
• Willingness to provide on-call support during weekends and holidays as needed, with flexibility for occasional CST-hour coordination.

Nice to have

• Experience leading or integrating AI-driven initiatives such as AI-assisted troubleshooting, automation, or predictive analytics in support operations.
• Familiarity with Identity and Access Management and Information Security.
• Experience in startup or fast-growing SaaS environments.

Culture & Benefits

• Flexible hybrid work model.
• Collaborative culture focused on ownership, high standards, initiative, and mutual support.
• Opportunity to work on a cybersecurity product for global enterprises and Fortune 500 customers.
• Weekend and holiday on-call coverage may be required.