Director of Technical Support (AI)

TL;DR

Director of Technical Support (AI): Leading and scaling an enterprise-ready global technical support function for an AI agent platform with an accent on operational standards, SLA implementation, and global coverage. Focus on building high-performing teams, implementing 24/5 support motions, and driving AI adoption to automate support workflows.

Location: Hybrid in Sydney, Australia

Company

hirify.global is building the home of the AI workforce, empowering teams to delegate meaningful work to intelligent AI agents that think, act, and collaborate like experts.

What you will do

• Scale and coach a high-performing global support organization with clear standards, accountability, and growth paths.
• Evolve the support model to meet the needs of complex enterprise customers and manage high-priority issues.
• Lead the transition toward a mature global support motion, establishing 24/5 coverage and progressing toward 24/7.
• Implement effective workflows, escalation paths, and reporting systems to guide resourcing and improve product quality.
• Identify and drive the adoption of AI tools to enhance self-service, team productivity, and the customer experience.
• Partner closely with the engineering team in Sydney to accelerate troubleshooting and feedback loops.

Requirements

• Proven experience leading an enterprise support function with responsibility for team performance and customer outcomes.
• Strong track record of hiring, developing, and managing support professionals and building a positive team culture.
• Operational knowledge of scaled support environments, specifically 24/5 or 24/7 coverage models.
• AI curiosity and a practical willingness to experiment with AI to reshape support operations.
• Analytical mindset with comfort using support data and dashboards to guide strategic decisions.
• Hands-on builder mentality with the ability to improve processes, tooling, and the overall operating model.

Culture & Benefits

• Employee Stock Ownership Plan (ESOP) for shared company growth.
• AI Productivity Benefit of up to $1200 USD/year for AI tools, courses, and learning resources.
• Generous parental leave: 12 weeks for eligible parents, with an additional 6 weeks for the birthing parent.
• Comprehensive office perks including free breakfasts, healthy snacks, and catered team lunches on Thursdays and Fridays.
• Quarterly team bonding events and various social clubs (hiking, chess, board game nights).
• 24/7 mental health and wellbeing support through the Sonder Employee Assistance Program.