Technical Support Manager (Incident Commander) - Weekend Shift

TL;DR

Technical Support Manager (Incident Commander): Leading a technical support team with a focus on timely, effective, and empathetic customer support, especially during weekend shifts. Focus on coordinating rapid incident response for critical issues, driving resolution, and ensuring clear communication across cross-functional teams.

Location: Remote (Must be based in Poland and have sponsorship to live and work in Poland)

Company

hirify.global extends the Apple experience to the workplace by providing solutions for Mac, iPad, iPhone and Apple TV deployment, management, and security.

What you will do

• Lead and coach a Technical Support team, focusing on growth and development.
• Manage day-to-day technical support operations and ensure timely, effective customer support during weekend shifts (Friday, Saturday, Sunday, 10 am – 10 pm) and Polish Bank Holidays.
• Serve as Incident Commander for critical (Severity 1) or widespread customer-impacting incidents, leading response from identification through resolution.
• Coordinate cross-functionally with Engineering, SRE, and Product teams to accelerate issue resolution.
• Ensure clear, concise, and timely communication during major incidents, including internal stakeholder updates and leadership briefings.
• Contribute to post-incident reviews and translate learnings into actionable process improvements.

Requirements

• Minimum of 4 years of experience in a customer or technical support role, preferably in a SaaS or technology environment.
• Excellent written and verbal communication skills.
• Ability to lead others with compassion and professionalism, managing conflict effectively.
• Proven track record of engaging with customers in an outcome-focused way.
• Strong decision-making skills, ability to assess risk, prioritize, and take ownership under pressure.
• Familiarity with incident management, problem management, or service operations frameworks such as ITIL or SRE practices (preferred).

Culture & Benefits

• Open, flexible culture based on respect and trust.
• Work-life balance with a connected, thriving work environment.
• Clear and defined customer support career path with opportunities for horizontal growth.
• Commitment to creating an inclusive and supportive work environment.
• Focus on humility, relentless pursuit of knowledge, selflessness, and self-improvement.