Senior Director of Solution Support

TL;DR

Senior Director of Solution Support: Managing the global Solution Support function for a diverse product portfolio with an accent on operational stability, client escalation management, and contract negotiation. Focus on aligning team priorities with business needs, driving continuous improvement, and ensuring timely resolution of complex issues.

Location: Guadalajara, Mexico

Company

hirify.global is a leading global analytics software company, helping businesses in 100+ countries make better decisions.

What you will do

• Take full ownership and act as an ambassador for the global Solution Support function.
• Manage the operations and stability of the environment.
• Act as the global point of escalation for client and internal issues, ensuring timely resolution.
• Host global meetings and ensure information is shared to all resources and stakeholders.
• Meet clients to report on incident situations at senior/exec level.
• Undertake all contract negotiations relating to Solution Support.

Requirements

• Experienced in a Customer Support role or client-facing role for complex IT solutions.
• Highly effective written and verbal communication skills, with ability to communicate at C-level.
• Strong management skills, able to prioritize, plan, organize, and control issue resolution.
• Expertise of financial systems in the customer lifecycle space.
• Advanced RedHat Enterprise Linux (RHEL) experience.
• Skilled at web technologies (JBoss, Tomcat, Apache HTTP Server, OpenAM).
• Expert in cloud computing platforms (AWS) and automation/container management (Kubernetes).
• Proficient in relational database systems (MySQL, SQL Server, Oracle).
• Working knowledge of LDAP design, implementation, networking, firewalls, and TCP/IP networks.

Nice to have

• Outsystems experience.

Culture & Benefits

• An inclusive culture reflecting core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• Opportunity to make an impact and develop professionally through valuable learning experiences.
• Highly competitive compensation, benefits, and rewards programs.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events.