Senior Manager, Technical Support (SaaS)

TL;DR

Senior Manager, Technical Support (SaaS): Leading a high-performing global technical support team in a 24/7 environment with an accent on operational excellence and the integration of AI-assisted workflows. Focus on optimizing efficiency through AI-driven insights, managing critical escalations, and developing technical talent.

Location: Must be based in Dublin, CA, USA

Salary: $179,000 - $235,200

Company

hirify.global is a data cloud company powering the era of the agentic enterprise through AI-native solutions.

What you will do

• Lead and develop a globally distributed 24/7 technical support team through structured coaching and enablement.
• Drive operational excellence by monitoring KPIs such as case ownership, backlog, response times, and resolution SLAs.
• Manage critical customer escalations, blending deep technical reasoning with AI tools to accelerate diagnosis.
• Partner with Product, Engineering, and Sales to ensure support needs are reflected in product decisions and root causes are addressed.
• Champion the adoption and scaling of AI capabilities, including LLM-based triage and AI-assisted knowledge authoring.

Requirements

• Bachelor's or Master's degree in Computer Science or related discipline.
• 10+ years of technical support and service management experience in a complex SaaS environment.
• 4+ years of experience in a people-leadership role.
• Experience implementing AI tools (LLMs) in support workflows and the ability to critically evaluate AI outputs.
• Proven track record of meeting quality, SLA, and CSAT goals.
• Must be based in the United States.

Culture & Benefits

• Experimental, AI-native work culture that encourages redefining how work gets done.
• Low-ego, dynamic, and fast-moving environment.
• Focus on professional development with clear career pathways recognizing technical excellence and AI-augmented performance.
• Collaborative atmosphere focused on innovation, testing, and measuring AI-driven improvements.