Senior Manager, Technical Support

TL;DR

Senior Manager, Technical Support (API SaaS): Lead a globally distributed team resolving complex API and integration issues for strategic partners with an accent on building 24/7 operations, handling escalations, and driving operational excellence. Focus on designing support workflows, coaching specialists, partnering with engineering on root-cause analysis, and translating feedback into product insights.

Location: Remote (United States, excluding Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, West Virginia). Many roles available internationally via Remote.com (outside US and Ireland).

Salary: $160k–$217k (US, standard range; higher in high-cost areas like NYC/CA)

Company

hirify.global is the shipping layer of the internet, connecting merchants to carriers worldwide through a single API and intuitive dashboard for global e-commerce.

What you will do

• Design and build a 24/7 technical support operation for API-driven partners.
• Lead, coach, and develop a globally distributed team with hiring, onboarding, and performance management.
• Act as senior escalation point for complex API, integration, authentication, and webhook issues.
• Partner with Engineering on handoffs, root-cause analysis, and post-incident reviews.
• Define global workflows, track KPIs like resolution time and satisfaction, and drive automation.
• Collaborate cross-functionally with Product, Partnerships, and Sales teams.

Requirements

• 8+ years in technical support, including 3+ years managing technical teams
• Strong hands-on experience with API-based SaaS products
• Deep knowledge of REST APIs, HTTP, OAuth, API keys, webhooks, and troubleshooting
• Experience leading remote, globally distributed teams across time zones
• Proven escalation management and cross-functional influence
• Strong operational, analytical, and async communication skills

Nice to have

• Experience with B2B SaaS partner/developer ecosystems
• Familiarity with SQL, logs, monitoring, or distributed systems debugging
• Scaling support in high-growth environments
• Working with international customers and regional considerations
• Leading 24/7 teams

Culture & Benefits

• Remote-first with hirify.globals Everywhere program: off-sites, local gatherings, WFH stipend
• Healthcare (90% covered, incl. dependents and pets), take-as-much-as-you-need vacation, flexible hours
• One week company-wide winter slowdown, 3 Volunteer Days Off
• Charity donation match up to $100, learning stipend, career growth programs
• Equity, international contracts via Remote.com (perks apply)