Manager Customer Solutions Engineering

TL;DR

Manager Customer Solutions Engineering: Leading and developing a team providing high-quality technical support for enterprise customers in the APJ region with an accent on customer retention, support process optimization, and cross-functional collaboration. Focus on managing complex technical issues, driving product adoption, and fostering continuous learning within the team.

Location: Remote (Australia)

Salary: 203000-246000 AUD

Company

hirify.global is a pioneer in analytics engineering, providing a leading platform used by over 50,000 teams worldwide to transform raw data into actionable insights.

What you will do

• Lead and develop a team of Customer Solutions Engineers across APJ regions ensuring high-quality technical support for enterprise customers.
• Strategize and implement support processes to enhance support operations and issue resolution.
• Foster a culture of continuous learning and professional growth within the team.
• Collaborate with cross-functional teams to improve customer satisfaction and product adoption.
• Monitor and analyze team performance, providing feedback and coaching.
• Advocate for customers to influence product development and innovation.

Requirements

• Must have extensive experience in technical support or engineering with enterprise-level customers in a SaaS environment.
• Proven track record of building and leading high-performing technical support or engineering teams.
• Excellent communication skills capable of navigating diverse cultural and regional nuances.
• Adept at project and program management with strong organizational skills.
• English proficiency at least B2 level (job posting in English).
• Location: Remote work based in Australia.

Nice to have

• Experience with analytics engineering tools and processes.
• Familiarity with SQL for reading, interpreting, and writing queries.
• Background collaborating with engineering and product teams on scalable solutions and customer feedback.

Culture & Benefits

• Unlimited vacation policy.
• 401k with 3% guaranteed contribution.
• Excellent healthcare and paid parental leave.
• Wellness and home office stipends.
• Equity or comparable benefits depending on legal limitations.

Hiring process

• Interview with Talent Acquisition Partner (30 mins).
• Interview with Hiring Manager (45 mins).
• Take Home Project with typical one-week submission.
• Project Deep Dive (45 mins).
• Team Interviews with cross collaborators and leadership (4 rounds, 45 mins each).