Technical Support Lead

TL;DR

Technical Support Lead: Serving as the operational backbone for the regional support team, combining strategic leadership with direct technical engagement with an accent on identifying and addressing trends in customer inquiries. Focus on championing scalability and automation, and guiding a distributed team of Technical Support Engineers.

Location: Must be based in our New York hub

Company

hirify.global is building the operating system for mobile services, enabling tech companies to embed global connectivity into their products effortlessly.

What you will do

• Proactively identify and tackle opportunities for self-service and automation to champion scalability and efficiency of the Support organization.
• Use direct engagement with the queue to spot patterns and recurring issues, ensuring these trends are identified and addressed quickly.
• Lead and mentor a distributed team of Technical Support Engineers, fostering a culture where the right people are matched to the right problems.
• Solve tickets alongside your team to ensure outstanding customer experiences and maintain deep familiarity with the hirify.global platform and API.
• Drive alignment between global Support teams, Tier 1 partners, and the wider business, including Product and Engineering.

Requirements

• 5+ years of experience in technical environments, with a minimum of 3+ years in a leadership role.
• Demonstrated player-coach mentality, comfortable with hands-on engagement with the platform and API.
• Track record of running high-performing, high-trust, and autonomous teams, navigating them through change and ambiguity.
• Data-driven mindset, comfortable making decisions with imperfect information.
• Outstanding communication skills, capable of managing customer expectations and influencing internal stakeholders.

Culture & Benefits

• Competitive compensation and stock options as a partner in growth.
• Stipends for home office or work setup.
• Budget for learning and development.
• Free phone and international data plan.
• Remote-friendly by design with hubs in San Francisco, London, Amsterdam, and Berlin for collaboration.
• Company-wide gatherings twice a year to strengthen bonds and align on big ideas.