Senior Support Team Leader (AI)

TL;DR

Senior Support Team Leader (AI/SaaS): Leading a team of Tier 2 support engineers to resolve complex technical issues for enterprise customers with an accent on data pipeline failures and technical escalations. Focus on reducing R&D noise, improving knowledge management systems, and deploying agentic AI workflows to optimize operational processes.

Location: Tel Aviv

Company

hirify.global pioneers AI-driven solutions and Large Market Models (LMM) to transform dynamic markets, starting with the airline industry.

What you will do

• Lead and mentor a team of Tier 2 support engineers, establishing technical standards and a culture of ownership.
• Own end-to-end resolution SLAs for complex enterprise customer issues.
• Act as the primary technical escalation point to minimize unnecessary R&D involvement.
• Develop and maintain a living knowledge base and runbook ecosystem.
• Represent the support function in high-level meetings with enterprise accounts.
• Collaborate with R&D and the Escalation Leader to reduce recurring issues and feed product insights upstream.

Requirements

• B.Sc. in Computer Science, Engineering, or a related field.
• 5+ years of technical support or engineering experience, including 2+ years leading a Tier 2 team in a B2B SaaS environment.
• Proficiency in Python and SQL.
• Experience working with data pipelines and orchestration tools like Dagster or Airflow.
• Hands-on experience building and optimizing workflows using agentic AI and vibe coding.
• Strong written and verbal communication in English.

Nice to have

• Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
• Familiarity with AI/ML product pipelines, including model outputs and inference behavior.