Senior Manager, Global Technical Support

TL;DR

Senior Manager, Global Technical Support: Leading a global team to ensure prompt and effective technical assistance with hirify.global products and services with an accent on SLA adherence, support readiness, and team development. Focus on implementing support strategies, managing resources across multiple time zones, and driving high levels of customer satisfaction.

Location: Hybrid work in hirify.global’s Atlanta, GA (Buckhead) office 3 days per week, with 2 days remote. Candidate must be located within a reasonable commuting distance from the office.

Salary: $136,000 - $175,000 a year

Company

hirify.global empowers its customers in regulated industries to manage risk and unleash intelligence in their digital communications.

What you will do

• Manage and mentor a global team of technical support professionals, fostering career growth.
• Develop and implement support strategies that align with company goals, analyzing metrics for improvement.
• Manage resources effectively, primarily staffing across multiple time zones.
• Ensure high levels of customer satisfaction and actively engage with customers and partners to manage escalations.
• Implement new technologies and tools, including AI, to enhance support efficiency and promote self-service offerings.
• Provide guidance on complex technical issues and handle escalated or urgent situations.

Requirements

• 7-10 years of experience in B2B technical support, with 3-5 years successfully leading technical support organizations, ideally across multiple geographies.
• Industry experience with Voice Recording and/or Telephony Systems (Microsoft, Cisco, Avaya, RingCentral).
• Experience with SIP Signaling protocol, Linux and Windows Server, Microsoft Azure Network, Windows networking, Wireshark/WinPcap.
• Strong tactical decision-making and crisis management experience in a continuously evolving environment.
• Proficient in CRM business systems, Microsoft business applications, JIRA/Confluence.
• Exceptional verbal, written, presentation, and interpersonal communication skills.

Culture & Benefits

• Lifelong learners with a passion for innovating with purpose, humility, and humor.
• Collaboration is at the heart of everything we do.
• Utilizes the latest in AI/ML technology to help customers break new ground.
• Global organization that values diversity and provides opportunities for authenticity.
• Recognized with Comparably.com Best Places to Work Awards.