Premium Support Engineering Manager

TL;DR

Premium Support Engineering Manager: Building and leading a regional team of Premium Support Engineers, setting the standard for technical depth, speed, and customer experience with an accent on operating as a player-coach, directly handling complex cases and escalations. Focus on mentoring your team and driving operational excellence.

Location: Remote - Singapore

Company

hirify.global is the agentic software creation platform that enables anyone to build applications using natural language.

What you will do

• Build and lead a regional team of Premium Support Engineers, setting the standard for technical depth, speed, and customer experience.
• Operate as a player-coach, directly handling complex cases and escalations while mentoring your team and driving operational excellence.
• Oversee daily operations of the Premium Support queue, ensuring SLAs are consistently met or exceeded across varying customer tiers.
• Serve as the escalation lead for critical or sensitive issues, coordinating closely with Product and Engineering to drive rapid resolution.
• Build and refine processes, playbooks, and tooling that enable scalable, high-quality Premium Support in a fast-evolving environment.
• Identify trends across Premium users and drive systemic improvements to product, tooling, and support workflows.

Requirements

• 5+ years in technical support, developer support, or similar roles within a technology company, with 2+ years in a leadership or management capacity.
• Experience supporting both high-volume customer segments and high-touch enterprise customers.
• Proven ability to operate as a player-coach, balancing hands-on technical support with team leadership and operational ownership.
• Strong technical foundation in software development, systems, or DevOps workflows.
• Experience operating in fast-moving, ambiguous environments where processes, products, and customer needs evolve quickly.
• Exceptional communication skills, able to communicate clearly and confidently with both customers and internal stakeholders during high-pressure situations.

Nice to have

• Experience supporting developer tools, AI products, or highly technical SaaS platforms.
• Experience building or scaling premium or enterprise support programs in early-stage or high-growth environments.
• Experience working with global or distributed support teams.
• Experience integrating AI tools into support workflows or improving support efficiency through automation.

Culture & Benefits

• Competitive Salary & Equity
• 401(k) Program with a 4% match
• Health, Dental, Vision and Life Insurance
• Flexible Time Off (FTO) + Holidays
• Autonomous Work Environment