Technical Support Engineering Manager (AI)

TL;DR

Technical Support Engineering Manager (AI): Leading a team of technical support engineers and personally handling critical customer complaints and enterprise-level escalations for an AI Meeting Assistant, with an accent on complex technical investigations and resolution of customer problems. Focus on reproducing issues in Windows, Mac, and web environments, troubleshooting networking issues, and optimizing support workflows.

Location: Hybrid in Armenia

Company

hirify.global develops an AI Meeting Assistant that provides noise and echo cancellation features for improved communication.

What you will do

• Act as the highest technical escalation point for complex AI Meeting Assistant issues.
• Personally handle critical customer complaints and enterprise-level escalations.
• Reproduce issues across Windows, Mac, and web environments.
• Perform deep-dive investigations using logs, diagnostics, and debugging tools.
• Troubleshoot networking issues (DNS, TLS, proxies, latency, bandwidth).
• Collaborate with Product and Engineering to triage issues and influence prioritization.
• Lead, mentor, and coach Technical Support Engineers on investigation techniques.
• Manage and optimize Zendesk or other ticketing systems and support workflows.

Requirements

• 6+ years of experience in technical support, customer engineering, or SaaS roles.
• 2+ years of people management or strong technical leadership experience.
• Proven experience handling complex technical escalations and driving issues to resolution.
• Demonstrated expertise in deep technical investigations and issue reproduction.
• Deep understanding of Windows, Mac, web environments, and networking fundamentals.
• Hands-on experience with Zendesk or similar ticketing systems, including configuration.
• Excellent written and verbal English communication skills.

Nice to have

• Experience with or exposure to VDI and SSO technologies.

Culture & Benefits

• hirify.global is an Equal Opportunity Employer.
• Emphasis on diversity, inclusion, and respect for all applicants.
• Commitment to not tolerate discrimination or harassment.
• Employees and contractors treat each other with respect and empathy.

Hiring process

• Apply through the provided online form.
• Only shortlisted candidates will be contacted for the next stages.