Senior Manager, Customer Technical Support (SaaS)

TL;DR

Senior Manager, Customer Technical Support (SaaS): Leading and scaling the customer support organization across North America with an accent on operational leadership, technical knowledge, and customer-centric thinking. Focus on developing regional support strategy, managing a regional team, and ensuring seamless platform functionality and quick issue resolution.

Location: Hybrid in Buffalo, NY, United States.

Salary: $100,500 – $170,900 USD per year

Company

hirify.global is a leading technology company driving the global information technology ecosystem by connecting technology manufacturers and cloud providers with business-to-business technology experts.

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, setting objectives and performance standards.
• Establish and maintain a support structure for escalations and critical incidents, coordinating with global teams.
• Implement scalable support operations including self-service tools, AI, and knowledge bases.
• Define and track KPIs for service quality, response time, and user satisfaction.
• Ensure support operations adhere to regional data privacy and security regulations.

Requirements

• Bachelor’s degree in engineering, business or computer science, or related field.
• 8+ years of experience in Technical Engineering with at least 3+ years in a senior leadership capacity.
• Demonstrated success managing large regional or global support teams in a fast-paced, high-growth environment.
• Strong analytical, communication, and problem-solving skills.
• Fluency in English is required.
• Willingness to travel within the region and occasionally to global headquarters.

Nice to have

• MBA or CPA preferred.
• Experience working in a cloud-native or API-based platform environment.
• Experience in SaaS, fintech, or subscription-based businesses.
• Change management or process improvement certification (e.g., Lean Six Sigma).
• Experience with tools such as Zendesk.

Culture & Benefits

• Hybrid work schedule available in Buffalo, NY.
• Opportunities for career acceleration within a global technology company.
• Access to healthcare benefits, paid time off, parental leave, and a 401(k) plan with company match.
• Short-term and long-term disability coverage and basic life insurance.
• Focus on fostering a collaborative, customer-focused team culture.
• Commitment to equal opportunity employment.