Product Support Manager (SASE)

TL;DR

Product Support Manager (SASE): Managing a world-class Technical Support team for hirify.global' SASE offerings with an accent on team leadership, performance assessment, and global process building. Focus on driving case management success, collaborating with cross-functional teams, and ensuring an exceptional customer experience for enterprise clients.

Location: Onsite (exact location not specified)

Company

hirify.global is the first company to converge enterprise networking and security into one centralized and global service that is delivered by cloud, pioneering the SASE product category.

What you will do

• Manage a world-class Technical Support team, focusing on hiring, productivity, resource allocation, motivation, and training.
• Assess team performance, develop improvement plans, and implement solutions to drive continuous improvement.
• Collaborate with Product, Engineering, Customer Success, and Sales teams on customer-impacting issues and escalations.
• Drive daily case management from detection to resolution, enhancing customer experiences.
• Evaluate current processes, technology, and skills to identify areas for improvement and advancement.
• Contribute to building sustainable, frictionless, and consistent global support processes.

Requirements

• Bachelor's or postgraduate qualifications in Computer Science/IT Management or equivalent experience.
• 8+ years of technical support experience with 3+ years in a support management role required.
• Technical networking/security experience required.
• Proven track record of providing world-class technical support for SaaS platforms and/or enterprise products.
• Capability to prioritize and escalate customer issues, driving rapid resolution with a focus on customer experience.
• Excellent written/verbal communication and presentation skills.

Culture & Benefits

• Opportunity to join a fast-growing company pioneering the SASE market.
• Work with a cutting-edge enterprise networking and secure cloud platform.
• Be part of a global support team.
• Lead strategic transformation projects.
• Hands-on leadership role with after-hours escalation availability.