Lead Technical Customer Support (SaaS)

TL;DR

Lead Technical Customer Support (SaaS): Managing a team of Solution Experts and overseeing technical implementations for enterprise clients with an accent on service excellence and software adoption. Focus on leading technical onboarding, troubleshooting complex issues, and optimizing support workflows.

Location: Hybrid (Poland or Munich, Germany). Remote work from abroad is possible upon agreement with the manager.

Company

hirify.global is a Digital Adoption Platform that helps organizations maximize the value of their software investments by eliminating adoption barriers.

What you will do

• Lead, coach, and develop a team of two Solution Experts to ensure high performance and professional growth.
• Manage a client portfolio, leading technical implementations, onboarding, and configuration.
• Act as a senior point of contact for enterprise customers, handling complex or escalated pre- and post-sales matters.
• Ensure the completion of team deliverables, managing schedules and technical success milestones.
• Conduct comprehensive product usage training sessions for clients.
• Proactively identify and streamline customer support workflows and maintain accurate documentation.

Requirements

• 3–5 years of experience in SaaS product implementation, technical consulting, or tech support.
• Previous experience in leadership or mentoring.
• Bachelor's degree in Science, Engineering, Telecommunications, or a certified Technician level.
• Fluent German and English (speaking and writing).
• Strong technical aptitude for software applications and systems troubleshooting.
• Flexibility for occasional travel to client meetings or training sessions.

Nice to have

• Experience with HTML.
• Knowledge of user authentication protocols such as SSO, SAML, and 2FA.

Culture & Benefits

• High-performance culture with a diverse, international team from over 20 countries.
• Flexible hybrid workplace: freedom to work from home, the Munich office, or abroad (upon agreement).
• Strong emphasis on professional development with regular in-house training.
• Flexible benefits packages covering savings, security, health, well-being, and lifestyle.