Product Support Engineer, Team Lead

TL;DR

Product Support Team Lead: Managing a team of Product Support Engineers and handling customer escalations by troubleshooting complex issues and ensuring seamless product support delivery for hirify.global' security and identity products with an accent on performance management and workflow optimization. Focus on resolving escalated customer issues, conducting postmortem reviews, and advocating for supportability improvements.

Location: Hybrid, candidates who reside within 45 miles of one of hirify.global offices will follow hybrid work model

Company

hirify.global is on the front lines of cybersecurity innovation and is committed to creating an employee experience rooted in purpose, growth, and balance.

What you will do

• Lead, mentor, and manage a team of Product Support Engineers, fostering a collaborative and growth-oriented environment.
• Provide expert-level product support, troubleshooting, and root cause analysis across hirify.global products.
• Collaborate with cross-functional teams to resolve escalated customer issues and ensure product progression.
• Participate in product design reviews and advocate for supportability and usability improvements.
• Improve and track customer support workflows to optimize efficiency and meet KPIs.
• Oversee product upgrades in customer production environments.

Requirements

• 4+ years of experience in product support with leadership responsibilities.
• Deep understanding of hirify.global products and technologies.
• Strong experience with Active Directory, O365, and related identity and access management systems.
• Proficiency with DNS, networking, and security protocols.
• Expertise in PowerShell and scripting for automation and troubleshooting.
• Strong verbal and written communication skills.

Culture & Benefits

• Be part of a global team on the front lines of cybersecurity innovation.
• Opportunity to learn new technologies and adapt to evolving customer needs.
• Value a healthy balance between work and life.
• hirify.global maintains office locations in several cities across the globe.