Senior Manager Technical Support

TL;DR

Senior Manager Technical Support (Engineering Management): Leading and scaling a regional customer support organization for a global technology platform with an accent on operational leadership, customer experience management, and technical issue resolution. Focus on building a world-class support experience, managing cross-functional teams, and driving continuous improvement in support processes and service quality.

Location: Buffalo, NY office with hybrid schedule and some remote days

Salary: $84,500 - $143,700 per year

Company

hirify.global is a leading global technology company serving the IT ecosystem with a broad portfolio of products and services and a strong market reach.

What you will do

• Develop and implement regional customer support strategy aligned with global standards and business objectives.
• Lead, mentor, and manage a regional support team to deliver high-quality technical support and foster a customer-focused culture.
• Oversee support operations including escalations, KPI tracking, SLA management, and resource planning across multiple time zones.
• Implement scalable support tools such as AI and knowledge bases to enhance operational excellence.
• Manage stakeholder and vendor relationships to ensure service quality and alignment with support needs.
• Drive continuous improvement through data analysis, user feedback, and process optimization.

Requirements

• Location: Must be able to work from Buffalo, NY office with hybrid schedule
• Bachelor’s degree in engineering, business, computer science, or related field; MBA or CPA preferred.
• 8+ years technical engineering experience with 3+ years in senior leadership roles.
• Proven success managing large regional or global support teams in fast-paced environments.
• Fluency in English with strong communication and leadership skills.
• Willingness to travel regionally and occasionally to global headquarters.

Nice to have

• Experience with cloud-native or API-based platforms.
• Background in SaaS, fintech, or subscription-based businesses.
• Knowledge of customer support for technical products like infrastructure platforms or developer tools.
• Change management or process improvement certifications (e.g., Lean Six Sigma).
• Experience with Zendesk or similar support tools.

Culture & Benefits

• Access to healthcare benefits, paid time off, parental leave, 401(k) plan with company match.
• Short-term and long-term disability coverage and basic life insurance.
• Wellbeing benefits and merit-based rewards including bonuses and long-term incentives.
• Supportive environment encouraging career growth and continuous improvement.

Hiring process

• Pre-employment drug test and background check required.
• Evaluation includes leadership and technical expertise assessment.
• Interviews with senior leadership and cross-functional stakeholders.