Director, Technical Support

TL;DR

Director of Technical Support: Leading a global technical support team, driving AI and automation adoption for faster case resolution and improved customer satisfaction. Focus on building a culture of ownership, developing strategic and technical skills, and ensuring high-quality service delivery in cloud-based environments.

Location: Philippines - Manila. Hybrid work model: 2 days in the office and 3 days of remote work per week.

Company

hirify.global Ltd. provides software products used by global businesses to deliver customer experiences, fight financial crime, and ensure public safety.

What you will do

• Drive AI and automation adoption for faster, consistent case resolution.
• Develop strategic and technical skills, including AI-assisted problem solving.
• Lead expert escalation teams for complex issues and product defects.
• Create scalable global support tools and systems.
• Communicate strategy and align priorities across teams.

Requirements

• Bachelor’s degree in computer science, Networking, or a related technical field, or equivalent professional experience.
• Over 15 years in technology, including enterprise technical support for software, telecommunications, and LAN/WAN environments.
• 10+ years managing technical support organizations, including teams of managers and senior staff.
• Deep knowledge of networking concepts, protocols, and configurations (TCP/IP, DNS, DHCP, subnetting).
• Comprehensive understanding of AWS, Azure, GCP, and cloud architecture implications.
• Effective leader of globally distributed teams across various regions and time zones.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment.
• Enjoy hirify.global-FLEX: 2 days working from the office and 3 days of remote work each week.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.