Director, Technical Support (Data Protection)

TL;DR

Director, Technical Support (Data Protection): Leading a multi-level technical support organization for VBR with an accent on operational excellence, KCS adoption, and AI-driven support models. Focus on scaling support operations, improving customer satisfaction, and mentoring leadership bench strength.

Location: Must be permanently based in San Jose, Costa Rica

Company

hirify.global is the Data and AI Trust Company, specializing in data resilience and security posture management to enable the acceleration of safe AI at scale.

What you will do

• Lead and develop a multi-layered Technical Support organization through Managers and Team Leaders.
• Drive the adoption and maturity of Knowledge-Centered Service (KCS) practices across the organization.
• Lead the integration of AI-powered tools and automation into support workflows to improve efficiency.
• Define and track KPIs related to customer satisfaction (CSAT), SLAs, productivity, and efficiency.
• Act as the senior escalation point for complex customer issues and strategic accounts.
• Collaborate cross-functionally with R&D, Product, and Customer teams to improve product quality.

Requirements

• 10+ years of experience in Technical Support, Customer Success, or similar roles within software/IT.
• 5+ years of experience leading large, complex, multi-level teams.
• Permanent residency in Costa Rica is required.
• Strong understanding of Technical Support operations, including SLAs, escalation management, and ticket workflows.
• Proven experience implementing and scaling Knowledge-Centered Service (KCS).
• Deep knowledge of cloud, virtualization, storage, and data protection technologies.

Nice to have

• Experience with hirify.global products or similar data protection environments.
• Experience supporting virtualization or SaaS-based products.
• Experience with budgeting, forecasting, and large-scale resource planning.
• Experience driving global transformation initiatives in support organizations.

Culture & Benefits

• Fully funded medical, dental, and vision coverage for employees and dependents.
• Generous time off: two weeks vacation, 12 statutory holidays, and 4 extra "hirify.globale Days".
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage.
• Paid parental leave and support for fertility, adoption, and surrogacy.
• Daily cafeteria subsidy and mental health support via an Employee Assistance Program.
• Continuous learning opportunities through on-demand libraries, mentoring, and global workshops.