Support Team Leader (AI)

TL;DR

Support Team Leader (AI): Leading and developing the Tier 1 support function for an AI-driven market modeling platform with an accent on pipeline monitoring, SLA management, and technical escalations. Focus on building scalable support processes, optimizing workflows using agentic AI, and managing communication for enterprise customers.

Location: Netanya, Israel

Company

hirify.global pioneers AI-driven solutions using a Large Market Model (LMM) to forecast demand and market trends, initially focusing on the airline industry.

What you will do

• Lead and develop a team of Tier 1 support engineers across multiple locations, fostering a culture of ownership.
• Own first response SLAs, customer update cadence, and 24/7 pipeline monitoring coverage.
• Drive structured, high-quality technical escalations to Tier 2, ensuring issues are well-documented and triaged.
• Act as the primary communication bridge between enterprise customers and internal teams during active issues.
• Design and maintain runbooks, escalation workflows, and SOPs to support company growth.
• Define and track key performance metrics (resolution rate, first response time) to drive continuous improvement.

Requirements

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• 4+ years of technical support experience, including 2+ years leading a support team in a B2B SaaS environment.
• Technical proficiency in Python and SQL.
• Hands-on experience working with data pipelines (experience with Dagster or Airflow is a strong plus).
• Experience optimizing operational tools using agentic AI and vibe coding to automate workflows.
• Fluent English (written and verbal) required.

Nice to have

• Experience in aviation, travel tech, or high-frequency dynamic pricing domains.
• Exposure to AI/ML product environments.