Senior Manager Technical Support (Enterprise Software)

TL;DR

Senior Manager Technical Support (Enterprise Software): Building, leading, and scaling a global technical support organization for a Global Data Environment with an accent on operational excellence and cross-functional partnership. Focus on managing complex customer escalations, defining SLAs/KPIs, and collaborating with Engineering and Product teams to drive innovation.

Location: Remote (United States)

Salary: $150,000–$200,000

Company

hirify.global delivers a Global Data Environment that connects users with their data across data centers and cloud infrastructure including AWS, Azure, and Google.

What you will do

• Hire, mentor, and grow a high-performing global technical support organization.
• Act as a player-coach, managing complex customer escalations while developing team autonomy.
• Partner with Engineering, Product Management, and Customer Success to resolve issues and influence the product roadmap.
• Define and implement best practices, SLAs, KPIs, and reporting processes to optimize team performance.
• Design scalable processes to support rapid organizational growth.
• Analyze support data and customer feedback to drive iterative improvement in service delivery.

Requirements

• 8+ years of experience in technical support leadership roles.
• 3+ years leading high-growth teams in startup or scale-up environments.
• Strong technical background in file systems, data storage, Linux environments, or enterprise software.
• Experience supporting enterprise B2B customers in mission-critical environments.
• Proven ability to build trusted relationships with Engineering and Product teams.
• Must be based in the United States.

Culture & Benefits

• Comprehensive health plans covering medical, dental, vision, life, and disability.
• 401k retirement plans.
• Flexible time off policy.
• Dynamic startup growth environment.