Head of Technical Operations

TL;DR

Head of Technical Operations (SRE/Production Support): Own the vision, strategy, and execution of hirify.global’s Production Support function, ensuring platform reliability and operational excellence as the company scales with an accent on building from 0-1, team leadership, and customer experience. Focus on designing runbooks, managing SLAs, incident response, and partnering with Engineering and Product to influence platform reliability and observability tooling.

Location: Hayes Valley, San Francisco, CA. Hybrid work model: Remote on Monday & Friday, office on Tuesday, Wednesday, Thursday.

Salary: $180,000–$230,000 base + bonus.

Company

Ryder’s in-house product development group harnessing emerging technologies to redefine transportation and logistics, managing $10B in freight with 50,000+ customers.

What you will do

• Lead and mentor Production Support Engineering team, build hiring/onboarding programs, and foster integration with engineering teams.
• Design runbooks, processes, SLAs, and metrics; own incident communication and proactive issue detection via telemetry.
• Partner with Engineering for feature validation, bug bashes, tests, and pre-onboarding QA.
• Define team charter shifting to SRE/Technical Solutions model, roadmap for 24x7 coverage, and customer-specific fixes.
• Influence platform reliability, observability, and self-service; use insights to drive improvements and customer satisfaction.

Requirements

• 7+ years in technical support, DevOps, or SRE; 5+ years managing production support teams in high-growth B2B SaaS.
• Strong technical background in cloud infrastructure, CI/CD, Kubernetes, Docker, observability tools (Prometheus, Grafana, Sentry, DataDog).
• Track record building 0-1 support functions, program management, operating in ambiguity, enterprise B2B SaaS with SLAs.
• Experience in matrixed organizations, cross-functional alignment, deep customer empathy.

Nice to have

• Experience in logistics/supply chain/freight tech.
• QA/test automation, 24x7 support, transitioning to SRE models.
• Front-end (React, TypeScript), Fortune 500 enterprise, fluent Spanish.

Culture & Benefits

• Competitive base + cash/annual bonus + long-term incentives.
• 401k matching, medical/dental/vision coverage, ESPP (15% discount).
• Hybrid schedule in collaborative Hayes Valley office.
• Hyper-stable publicly traded enterprise with startup speed.