Director, Technical Support (SaaS)

TL;DR

Director, Technical Support (SaaS): Define and scale the Tier 3 Technical Support Engineering function to improve platform reliability and enterprise growth with an accent on escalation management and cross-functional leadership. Focus on building a scalable org structure, reducing engineering interruptions, and translating technical issues into product improvements.

Location: Remote (USA)

Salary: $158,000 - $214,000 per year

Company

hirify.global provides a client experience platform specifically designed for appointment-based self-care businesses, such as salons, spas, and barbershops.

What you will do

• Define and execute the long-term vision for the Technical Support Engineering (Tier 3) organization.
• Establish Tier 3 as a strategic bridge between Customer Experience and Engineering to reduce interruptions.
• Own the operating model for complex technical issue resolution, escalation management, and integration support.
• Build and scale a high-performing team, managing hiring, org design, coaching, and career pathing.
• Partner with Engineering and Product leadership to improve system reliability and observability.
• Influence the product roadmap by translating recurring technical issues into actionable platform improvements.

Requirements

• 8+ years in Technical Support Engineering, Solutions Engineering, or similar technical roles.
• 3–5+ years of experience leading teams within a SaaS environment.
• Proven experience supporting enterprise customers and managing complex integrations.
• Deep working knowledge of SQL, APIs (REST/cURL/Postman), logs, and debugging methodologies.
• Must be based in the USA.
• Strong executive communication skills for presenting to senior leadership and enterprise clients.

Nice to have

• Familiarity with POS systems, payments, or hardware-integrated platforms.

Culture & Benefits

• Comprehensive health coverage including medical, dental, vision, and life insurance.
• 401(k) match and equity opportunities.
• Flexible vacation day policy to support work-life balance.
• Fully remote work environment with a monthly work-from-home stipend.
• hirify.global Bucks Learning and Development program for professional growth.