Senior Manager Customer Solutions Engineering

TL;DR

Senior Manager Customer Solutions Engineering: Leading and developing a team of Customer Solutions Engineers to provide high-quality technical support for enterprise SaaS customers with an accent on support process optimization, team growth, and customer advocacy. Focus on strategizing support operations, collaborating cross-functionally, and driving product adoption and customer retention.

Location: New York City, NY, USA (onsite)

Salary: $187,000 - $252,000 USD

Company

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

What you will do

• Lead and develop a team of Customer Solutions Engineers across the US East region.
• Strategize and implement support processes to enhance operations and issue resolution.
• Foster continuous learning and professional growth within the team.
• Collaborate with cross-functional teams to improve customer satisfaction and product adoption.
• Monitor team performance and provide coaching to improve efficiency.
• Advocate for customers to influence product development and innovation.

Requirements

• Location: Must be based in or near New York City, NY, USA (onsite role).
• Extensive experience in technical support or engineering with enterprise SaaS customers.
• Proven track record of building and leading high-performing technical teams.
• Strong problem-solving skills for complex technical issues.
• Excellent communication and interpersonal skills for a global team.
• Adept at project and program management.

Nice to have

• Experience with analytics engineering tools and processes.
• Familiarity with SQL for query writing and interpretation.
• 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

• Initial interview with Talent Acquisition Partner.
• Interview with Hiring Manager.
• Take-home project submission.
• Project deep dive discussion.
• Multiple team interviews with cross collaborators and leadership.