Senior Manager, Support Engineering

TL;DR

Senior Manager, Support Engineering: Leading and scaling a support engineering team responsible for triaging complex technical issues, building internal tooling, and ensuring system reliability for a mental healthcare platform with an accent on driving automation, reducing incident frequency, and improving technical support quality. Focus on developing team capabilities, influencing product roadmap for reliability, and translating support insights into platform improvements.

Location: This is a hybrid role based in San Francisco with an expectation to be in office 2-3 days a week. Our office is located at 2 Embarcadero Ctr.

Salary: $207,000 - $233,000

Company

hirify.global is a leading mental healthcare provider leveraging clinically validated Precision Mental Healthcare technology to deliver tailored care, partnering with over 450 companies, including Fortune 500 corporations, to provide mental health services to 10 million people.

What you will do

• Recruit, hire, and develop a high-performing Support Engineering team, planning headcount and career paths.
• Partner with Product and Engineering leaders to influence the roadmap for system reliability and operational ease.
• Define, track, and improve metrics reflecting technical support speed, quality, and effectiveness.
• Identify recurring support issues and lead automation efforts to improve system reliability and reduce manual work.
• Lead the escalation and resolution of high-severity technical incidents.
• Translate support trends into clear insights for product and platform quality improvements.

Requirements

• At least 7 years of professional experience in Support Engineering, Site Reliability Engineering, or Software Engineering.
• At least 4 years of experience managing and developing technical teams.
• Ability to read, understand, and debug production code in modern web application stacks.
• Experience leading structured problem-solving and root cause analysis for complex technical issues.
• Demonstrated experience planning budgets, managing team growth, and setting priorities over a 6–12 month horizon.
• Experience managing incidents in environments where system reliability directly impacts users.
• Strong written and verbal communication skills.

Nice to have

• Deep familiarity with AWS infrastructure and modern observability tools (Datadog, Sentry, Splunk).
• Background in building or product-managing internal tools and "Support Platforms."
• Previous experience in a HIPAA-compliant or highly regulated industry.

Culture & Benefits

• Health, Dental, Vision benefits start on day one, including One Medical accounts, HSA/FSA plans with up to $1K Spring contribution.
• Employer sponsored 401(k) match of up to 2%.
• Yearly allotment of no-cost visits to hirify.global network therapists, coaches, and medication management providers for you and your dependents.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure.
• Access to Noom, Carrot (fertility care support with $4,000 reimbursement), Wellhub, and BrightHorizons (child and elder care).
• Up to $1,000 Professional Development Reimbursement a year and $200 per year donation matching.
• Commitment to fostering an inclusive workplace.