Manager, Technical Support

TL;DR

Manager, Technical Support: Leading a team of talented engineers to deliver exceptional support experiences and meet KPIs, ensuring hirify.global’s customers receive the highest level of service with an accent on operational excellence and team development. Focus on managing critical incidents, driving root cause analysis, and collaborating cross-functionally to improve product and customer experience.

Location: Hybrid in Austin, USA

Company

hirify.global is a technology company that protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

What you will do

• Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics.
• Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.
• Act as the escalation point for critical incidents, ensuring prompt response, coordination, and resolution.
• Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews.
• Represent the voice of the customer in operational reviews and feedback loops.

Requirements

• 5+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.
• 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations.
• Strong technical foundation with deep understanding of Internet technologies, troubleshooting tools, and experience with Linux command line, scripting, or automation tools.
• Experience managing 24x7 global support operations and incident escalation frameworks.
• Exceptional communication and stakeholder management skills.

Nice to have

• Experience supporting security, CDN, Zero Trust, or performance optimization products.
• Fluency in one of the following languages: Mandarin, Korean, Japanese
• Prior experience in start-up or hyper-growth environments where agility and innovation are key.

Culture & Benefits

• Opportunity to play a pivotal role in shaping the future of technical support at hirify.global.
• Join a global team that thrives on solving hard problems, driving measurable outcomes, and setting the gold standard for customer experience in the cloud industry.
• Committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.