Technical Support Operations And Enablement Manager

TL;DR

Technical Support Operations and Enablement Manager: Enhancing the global technical support team's efficiency by managing systems, programs, and insights. Focus on scaling operations, implementing enablement programs, and optimizing tools and data for Technical Support Managers and Engineers.

Location: Must be based in the US, California

Salary: $106,000 - $159,000 base salary (inclusive of bonus or commission).

Company

hirify.global is a digital analytics platform helping customers build better products and digital experiences.

What you will do

• Build and maintain processes, playbooks, and tools to ensure consistent and efficient technical support across regions.
• Own onboarding, training, and subject matter expert programs to continuously develop Technical Support Engineers (TSEs).
• Partner with Product, Engineering, and IT to optimize and deploy support ticketing and AI/automation workflows.
• Build dashboards and provide insights on SLAs, CSAT, and other trends to inform planning and decisions.
• Strengthen feedback loops between Technical Support, Product, and Engineering to drive product improvements.

Requirements

• 1-3 years in Support / Business Ops or Enablement working with technical teams.
• A track record of driving measurable improvements through process, tooling, or training.
• Familiarity with AI in support workflows.
• Strong project management and communication skills.
• Solid understanding of SaaS customer support workflows and tools (e.g. Zendesk, Jira, Slack, PagerDuty, Datadog, Intercom, Salesforce).

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision programs.
• Paid family bonding time off and family forming benefits.
• Annual leave plus holidays.
• Wellness and Learning and Development allowances.
• Employee Stock Purchase Program (ESPP).