Senior Manager, Global Technical Support (Cybersecurity)

TL;DR

Senior Manager, Global Technical Support (Cybersecurity): Managing and mentoring a global team of technical support professionals to ensure service excellence and customer satisfaction with an accent on support strategy, resource management, and process optimization. Focus on implementing AI-driven efficiencies, managing offshore providers, and driving SLA adherence across multiple time zones.

Location: Hybrid (Portland or Pleasanton, USA)

Salary: $130,000 - $150,000 per year

Company

hirify.global empowers customers in regulated industries to manage risk and ensure compliance in their digital communications across 80+ channels.

What you will do

• Lead and mentor a global team of technical support professionals and 3rd party offshore providers in a high-performance environment.
• Develop and implement support strategies, consistent SOPs, and KCS workflows aligned with company goals.
• Analyze support metrics and SLAs to identify trends and drive continuous service delivery improvements.
• Manage critical escalations and engage directly with customers to gather feedback and build strong relationships.
• Implement new technologies, including AI, to enhance support efficiency and promote the adoption of self-service offerings.
• Collaborate with Product, Engineering, and Sales to improve product supportability and contribute to the product roadmap.

Requirements

• 7-10 years of experience in B2B technical support.
• 3-5 years of experience leading technical support organizations, ideally across multiple geographies.
• Must be based in or able to work from Portland or Pleasanton (Hybrid).
• Strong tactical decision-making and crisis management experience in evolving environments.
• Proven ability to collaborate cross-functionally with Product Management and Engineering.
• Proficiency with CRM systems, JIRA, Confluence, and Microsoft business applications.

Nice to have

• Industry experience with Cyber Security products.
• Management experience of 3rd party offshore service providers.

Culture & Benefits

• Collaborative environment that values innovation, humility, and humor.
• Access to latest AI/ML technologies and world-leading cloud infrastructure platforms.
• Company recognized as a "Best Place to Work" by Comparably.com.
• Inclusive global organization that values diversity and authentic self-expression.