Designated Support Lead

TL;DR

Designated Support Lead (Cloud/SaaS/Edge): Owning the end-to-end technical support experience for premium and enterprise customers with an accent on incident management, escalations, and building long-term technical relationships. Focus on proactively identifying risks, providing structured feedback to product and engineering teams, and delivering high-quality post-incident reports.

Company

hirify.global is a global provider of infrastructure and software solutions for AI, cloud, network, and security.

What you will do

• Own the end-to-end technical support experience for assigned Premium and Enterprise customers.
• Act as the primary technical point of contact for escalations, complex issues, and operational coordination.
• Build long-term technical relationships with customer stakeholders (DevOps, SRE, System Administrators, CTO-level).
• Lead incident management for customer-impacting issues, coordinating Support, Engineering, and Operations teams.
• Deliver high-quality post-incident reports (RCA) focused on root cause and prevention.
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering teams.

Requirements

• 3+ years of experience in Technical Support, Technical Customer Success, or Systems Administration in a Cloud / SaaS / Edge environment.
• Experience working with Premium or Enterprise customers.
• Good understanding of Linux systems, networking fundamentals, and Cloud infrastructure.
• Ability to analyse logs, architectures, and complex technical scenarios.
• Strong incident and escalation management skills.
• English: B2/C1+.

Nice to have

• Experience with Edge / CDN products.
• Familiarity with ITIL practices and structured incident management.
• Experience working closely with Sales TAMs or Account Managers.

Culture & Benefits

• Competitive compensation.
• Flexible working hours and hybrid or remote options, depending on your role.
• Work from anywhere in the world for up to 45 days per year.
• Private medical insurance for you and your family.
• Extra paid vacation and sick leave days.
• Language courses to help you connect and grow.