Manager Technical Support (AI)

TL;DR

Manager Technical Support (AI): Lead and grow a high-performing technical support team in the AMER region, focusing on optimizing support operations, driving product improvements, and scaling support with AI automation. Focus on managing SLA and CSAT targets, collaborating cross-functionally, and integrating AI tools into support workflows.

Location: San Francisco, CA, United States; must be based in the US

Salary: $146,000 - $219,000 per year (California range)

Company

hirify.global is a leading AI analytics platform helping thousands of customers build better products and digital experiences with embedded AI Agents and powerful analytics.

What you will do

• Lead and grow a high-performing team of Technical Support Engineers in the AMER region.
• Own and optimize daily support operations focusing on SLA and CSAT targets and customer outcomes.
• Drive product improvements by surfacing support patterns and advocating for customer needs.
• Scale regional support using automation and AI technologies.
• Develop your team's technical and operational maturity.
• Collaborate with Product, Engineering, and Customer Success teams to resolve escalations.

Requirements

• Must have 5+ years in technical support and 3+ years in people management.
• Experience leading technical support teams in AMER markets with deep understanding of regional customer needs.
• Strong technical fluency with SDKs, APIs, and support tools like Zendesk, Intercom, Confluence, and Jira.
• Ability to debug API requests and query logs to identify root causes.
• Clear communication skills across technical and business teams.
• Must be based in the United States (San Francisco preferred).

Nice to have

• Experience integrating AI tooling into support workflows without compromising quality.
• Proven track record of driving team performance and meeting SLA and CSAT targets.
• Experience running distributed regional teams.

Culture & Benefits

• Flexible time off and excellent health insurance.
• Monthly wellness stipend and 12-week parental leave.
• Subscription to Modern Health and generous Learning & Development stipend.
• Values-driven culture emphasizing humility, growth mindset, ownership, and empathy.