Manager Technical Support (AI ERP)

TL;DR

Manager Technical Support (AI ERP): Leading and supervising a technical support team to ensure efficient resolution of customer issues with an accent on AI tools integration, operational efficiency, and SLA adherence. Focus on managing cross-functional collaboration, mentoring team members, and driving support process improvements.

Location: On-site in Pune, India

Company

hirify.global is a leader in AI and ERP solutions for local and state governments in the U.S., serving over 2,000 public sector organizations with a comprehensive public service platform.

What you will do

• Supervise and guide a team of technical support professionals ensuring SLA and KPI targets are met.
• Utilize AI and new tools to enhance customer support at scale.
• Manage daily operations including case resolution via multiple channels and use of service management systems like Salesforce Service Cloud.
• Analyze data to identify trends and recommend process improvements.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to resolve complex issues.
• Mentor and develop team members, providing technical training and performance management.

Requirements

• Must be based onsite in Pune, India.
• Bachelor’s degree or equivalent experience preferred with 2+ years in technical support.
• Proven technical troubleshooting skills and proficiency with service management and CRM systems (Salesforce, JIRA, Kanban).
• Strong problem-solving, decision-making, and communication skills.
• Ability to work in fast-paced environment managing multiple priorities and shifts including weekends.
• Experience with ITIL best practices and incident, problem, change, and release management is a plus.

Culture & Benefits

• Mission-driven environment focused on effective and accountable government.
• Opportunity to innovate with AI impacting public sector solutions.
• Collaborative global team with performance-based culture.
• Comprehensive healthcare, flexible vacation, paid holidays, and parental leave.
• 401(k) with company match (USA only), wellness stipends, and professional development opportunities.
• Collaborative office environment with weekly catered lunches.