Software Development Manager (Platform & Support)

TL;DR

Software Development Manager (Platform & Support): Leading a global L3 engineering team managing critical customer escalations and resolving complex technical issues with an accent on incident management, root-cause analysis, and stakeholder communication. Focus on driving continuous improvement, coordinating cross-functional teams, and ensuring high customer satisfaction in enterprise software support.

Location: Remote anywhere in the United States

Company

hirify.global is a leader in data integrity, empowering businesses with software, data enrichment products, and strategic services to improve decision-making for over 12,000 global organizations including 95 of the Fortune 100.

What you will do

• Lead and mentor a global L3 engineering team handling critical customer escalations and technical issue resolution.
• Manage the full escalation lifecycle from intake to resolution and product deliverables.
• Serve as primary escalation liaison across customers, support, engineering, product management, and C-Suite leadership.
• Drive root-cause analysis and continuous process improvements.
• Develop and deliver support KPIs, dashboards, and incident reports.
• Collaborate with product and engineering teams to triage defects and champion product changes.

Requirements

• Must be located in the United States.
• 10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
• Proven experience managing customer escalations and leading engineering teams.
• Expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
• Strong stakeholder management and communication skills, including C-Suite interaction.
• Fundamental knowledge of Java, cloud technologies, Kubernetes, database management, operating systems, networking, and system integration.

Nice to have

• Hands-on familiarity with on-prem IBM B2Bi infrastructure and EDI protocols.
• Experience with support tooling and operational reporting dashboards.
• Exposure to hybrid or cloud migration strategies.
• Extensive agile software development experience.
• SRE mindset with experience setting SLIs/SLOs and implementing self-healing systems.