Head of Technical Support (Medtech)

TL;DR

Head of Technical Support (Medtech): Leading and evolving hirify.global’s global Technical Support organization within a high-performing environment with an accent on proactive, high-quality support that drives customer trust, retention, and long-term success. Focus on optimizing workflows, tooling, and automation to improve efficiency and proactive support capabilities.

Location: Remote

Company

hirify.global is revolutionizing pathology, the last major frontier in healthcare to embrace digital, empowering pathologists and scientists to transition from traditional microscope-based workflows to digital, AI-driven approaches.

What you will do

• Own and evolve the strategic vision for hirify.global’s global Technical Support organization.
• Lead and develop a distributed team of experienced Support Engineers, fostering a high-performance, accountable, and customer-centric culture.
• Refine support strategy, including prioritization, investment planning, and scalability to meet growing customer and business needs.
• Partner with Customer Experience leadership on budget planning, capacity modeling, and resource allocation to maintain service excellence at scale.
• Serve as the final escalation point for critical customer issues, owning executive-level communication both internally and externally.
• Champion a culture of continuous improvement, using metrics and feedback loops to raise the bar on service delivery and operational excellence.

Requirements

• Extensive leadership experience in Enterprise SaaS environments, ideally in a regulated industry.
• Experience leading a team responsible for high-touch, Premium level Support.
• Strong technical credibility, with prior experience as a Support Engineer or leading technical support teams.
• Proven leadership experience (5+ years) managing and developing high-performing support organizations.
• Ability to lead effectively in a globally distributed organization across all timezones.
• Humble, servant leadership mindset with a focus on empowering teams and driving collective success.

Culture & Benefits

• Believe in a mission, overcome challenges in the journey together, and share in what success brings.
• Every major growth period creates an exceptional career runway.
• Supported with savings, schedule, and insurance options that promote long-term health and personal growth.
• Value difference, celebrate growth, and support our team’s personal and professional success.