Technical Support Manager

TL;DR

Technical Support Manager (Customer Support): Lead and evolve a technical support team to ensure efficient resolution of customer issues and scale global support operations with an accent on SLA management, debugging complex SaaS issues, and cross-functional collaboration. Focus on driving process improvements, root-cause analysis, and building metrics-driven operations to enhance customer satisfaction and internal partnerships.

Location: New York City, San Francisco Bay Area, or Remote (US)

Salary: $171,000–$214,000

Company

hirify.global is a leading usage-based billing platform for modern software companies, serving clients like OpenAI, Databricks, and NVIDIA, backed by top investors including Andreessen Horowitz and NEA.

What you will do

• Lead and mentor a growing technical support team with clear expectations, SLAs, and career paths.
• Partner with Engineering, Product, and GTM teams to define SLAs, streamline escalations, and drive root-cause analysis.
• Develop and execute a global support strategy balancing quality, coverage, and efficiency.
• Build dashboards and reporting to track SLA adherence, ticket trends, and product feedback.
• Act as a hands-on technical escalation point, reproducing issues and analyzing logs.

Requirements

• Must have 5+ years in technical support roles with 2+ years people management experience.
• Strong technical foundation in debugging APIs and diagnosing SaaS issues.
• Experience managing SLAs, escalation paths, and metrics-driven operations.
• Excellent communication skills with technical and non-technical audiences.
• Location: Must be based in New York City, San Francisco Bay Area, or able to work remotely within the US.

Nice to have

• Experience with Pylon, Linear, or similar support tools.
• Background in developer tools or API-first SaaS companies.
• Experience leading global or follow-the-sun support operations.
• Familiarity with enterprise post-sales support processes.

Culture & Benefits

• Comprehensive medical, dental, vision, and life insurance including One Medical membership.
• Paid parental leave and flexible spending accounts.
• 401(k) retirement planning with Traditional and ROTH options.
• Flexible time off and employee assistance program for mental health.
• Culture valuing personal growth and equal opportunity employment.