Senior Director, Supportability & Scale (Software)

TL;DR

Senior Director, Supportability & Scale (Software): Leading the operational and technical systems that enable the Support organization to scale effectively with an accent on ticket pipeline management, automation, and product supportability. Focus on building scalable operating models, integrating AI-driven capabilities into support workflows, and partnering with Engineering and Product teams to improve the end-to-end customer experience.

Location: Remote (United States)

Salary: $141,700 - $375,800 per year

Company

hirify.global is the world’s leading AI-powered developer platform used by over 180 million developers and the majority of Fortune 100 companies.

What you will do

• Develop and optimize processes for handling tickets at scale to ensure operational excellence and efficient workflows.
• Lead the Supportability strategy by connecting AI, automation, and process innovation to company growth.
• Build scalable operating models with clear metrics, accountability, and continuous improvement loops.
• Partner with Engineering, Product, and Design to improve product supportability and ensure new features are support-ready at launch.
• Manage capacity and resourcing strategies to meet demand while optimizing cost and team health.
• Provide people leadership, including performance management, coaching, and fostering an inclusive team culture.

Requirements

• Must be based in the United States.
• 12+ years of experience in technical customer support, technical writing, system administration, or related roles.
• 5+ years of direct people management experience.
• Bachelor's or Master's degree in Computer Science, Business Management, or a related field (or equivalent experience).

Culture & Benefits

• Remote-first work environment allowing people to work on their own terms.
• Competitive base pay with eligibility for annual bonuses and stock rewards.
• Generous learning and growth opportunities.
• Inclusive culture based on values like customer obsession, growth mindset, and owning the outcome.