Head of Product Support (AI)

TL;DR

Head of Product Support (AI): Building and scaling a world-class technical support organization for an applied AI modernization platform with an accent on operational rigor, scalable workflows, and technical excellence. Focus on designing support systems from scratch, influencing product roadmaps via customer feedback loops, and leading high-performing technical teams.

Location: Remote, must be based in Canada. Requires travel for company meetings and customer visits (1-2 times per quarter, up to ~20% of the time).

Company

hirify.global is an applied AI company focused on rewriting complex legacy enterprise systems to ensure they are provably correct, low risk, and fast.

What you will do

• Define and lead the end-to-end Product Support vision and strategy aligned with company goals.
• Build and mentor a high-performing team of Product Support Specialists and Technical Support Engineers.
• Design scalable support workflows, escalation paths, SLAs/SLOs, and implement modern support tooling.
• Establish tight feedback loops between customers and Product to influence roadmap decisions.
• Develop deep product expertise and structured training programs to create authoritative technical advisors.
• Own support analytics, including volume, root causes, trends, and performance metrics.

Requirements

• 7+ years in Support, Technical Support, or CX roles, with 3+ years of team leadership experience.
• Experience scaling support functions in modern tech environments (SaaS, Cloud, AI, or developer tooling).
• Strong technical fluency in APIs, debugging, cloud platforms, logs/metrics, and developer workflows.
• Proven ability to operate cross-functionally and influence product direction.
• Experience with modern support tooling and AI-enabled workflows.
• Must be based in Canada.

Nice to have

• Experience supporting developer-facing or highly technical products.
• Expertise in designing scalable self-serve support models.
• Background in support operations, quality management, or process engineering.
• Comfort building systems from scratch in ambiguous, high-growth environments.

Culture & Benefits

• Remote-first work environment with a distributed team across time zones.
• Culture prioritizing quality, rigor, and proof over promises.
• Opportunity to solve one of the hardest problems in enterprise technology.
• Flexible work hours to maximize collaboration with the team.
• Commitment to equal employment opportunity and a non-discriminatory environment.