Manager, Technical Support (Medtech)

TL;DR

Manager, Technical Support (Medtech/IoT): Leading and scaling technical support operations for connected AED hardware and software platforms with an accent on complex troubleshooting, service SLAs, and knowledge base strategy. Focus on building scalable support infrastructure, coaching a phone-first support team, and collaborating cross-functionally to improve system reliability.

Location: Hybrid; Must be based in Brisbane, CA

Salary: $120,000 - $135,000

Company

hirify.global is a growth-stage AED company developing a connected response system to improve survival rates of sudden cardiac arrest victims.

What you will do

• Lead, onboard, and coach Technical Support team members across Level 1–3 inquiries.
• Oversee daily support via phone, email, and chat, maintaining a phone-first support model.
• Define and manage support KPIs and SLAs, including response time, resolution time, and CSAT.
• Develop and manage Help Center and knowledge base content to improve self-service.
• Partner with Product, Engineering, and Quality to resolve systemic issues and improve system reliability.
• Analyze support metrics to forecast staffing needs and refine operational workflows.

Requirements

• 6–10 years of experience in technical support or support engineering.
• 3+ years of leadership experience in a hardware + software environment.
• Proven ability to build and scale support processes, workflows, and infrastructure.
• Experience with tools like Zendesk, Salesforce, and Jira.
• Strong understanding of case management, escalations, and SLA-driven support.
• Must be based in or able to work in a hybrid capacity in Brisbane, CA.

Nice to have

• Experience supporting connected devices, hardware, IoT, or mission-critical systems.
• Background scaling a technical support organization in a high-growth environment.
• Familiarity with ERP and billing systems such as NetSuite or Zoho Billing.
• Experience collaborating with Engineering and Product to resolve systemic issues.

Culture & Benefits

• Mission-driven environment focused on saving lives through cardiac arrest response.
• Dynamic organization that emphasizes elegant and creative solutions to complex problems.
• Commitment to equal employment opportunity and reasonable accommodations for all employees.