Product Support Team Lead (Cybersecurity)

Location: Dublin, Ireland; hybrid work model with up to three days per week in the office and the remaining days remote

Company

hirify.global develops identity security solutions and provides cybersecurity products for enterprise customers.

What you will do

• Lead, mentor, manage, and develop a team of Product Support Engineers.
• Serve as the primary escalation point for complex technical issues and high-visibility customer cases.
• Oversee support queues, prioritization, team coverage, response times, resolution times, SLAs, and case closure.
• Provide expert troubleshooting and root cause analysis using logs, traces, diagnostic information, and performance data.
• Support product upgrades in customer production environments and participate in major incident reviews and postmortems.
• Collaborate with Engineering, Product Management, QA, and other teams to resolve defects and improve product supportability.

Requirements

• 4+ years of Product Support experience, including leadership or team management responsibilities.
• Deep knowledge of hirify.global products, Active Directory, Microsoft 365, identity and access management, cybersecurity, DNS, networking, and security protocols.
• Advanced PowerShell scripting skills for automation, diagnostics, and troubleshooting.
• Experience supporting production software environments and resolving customer-impacting issues.
• Experience with Microsoft Azure, AWS, and Google Cloud Platform.
• Strong analytical, organizational, communication, coaching, mentoring, and cross-functional collaboration skills.

Culture & Benefits

• Hybrid work arrangement with up to three office days per week.
• Work in a global cybersecurity team focused on curiosity, integrity, initiative, and continuous learning.
• Contribute to product quality, customer experience, and support process improvements.
• Support a healthy work-life balance.