Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading a team responsible for high-touch escalations across a software suite with an accent on operational leadership and deep technical troubleshooting. Focus on optimizing bug triage processes, implementing KPIs/SLAs, and managing complex customer data imports.

Location: Remote (Must be based in the US)

Salary: $90,000 - $100,000 a year

Company

hirify.global is a mission-driven product company providing vertically-focused software to help local businesses thrive online and offline.

What you will do

• Lead day-to-day operations of the Technical Support team, including escalations, prioritization, and workload management.
• Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations.
• Partner with Engineering on bug triage, root cause analysis, and remediation planning.
• Establish, implement, and report on team KPIs and SLAs to improve operational health and accountability.
• Use monitoring tools like New Relic to investigate application issues and identify trends.
• Coach team members and identify opportunities for automation and the application of AI within workflows.

Requirements

• 3+ years of experience managing technical support or technical operations teams.
• 6+ years of experience in B2B SaaS technical support or a comparable environment.
• Proven experience leading escalated issue resolution and managing complex customer-facing technical work.
• Experience with tools such as Jira, Zendesk, and New Relic.
• Familiarity with troubleshooting Windows, macOS, and iPadOS environments.
• Must be based in the United States.

Nice to have

• Strong Excel skills for data cleanup, transformation, and validation.
• Basic SQL skills for troubleshooting, reporting, or data validation.
• Python experience for automation or data manipulation.
• Experience supporting POS, ecommerce, or integration-heavy environments.
• Multilingual proficiency in English and Spanish.

Culture & Benefits

• Opportunity to disrupt a massive industry and support local business owners.
• Flat organizational structure with no hierarchy, bureaucracy, or politics.
• Backed by premier industry investors including Andreessen Horowitz, Spark Capital, and Crunch Fund.
• Collaborative environment where every employee has a voice to create change.