Senior Manager, Application Support (AI)

TL;DR

Senior Manager, Application Support (AI): Building and scaling an AI-native customer support function to automate interactions through agentic systems with an accent on multi-agent orchestration and autonomous resolution. Focus on designing AI-driven feedback loops between users and engineering and scaling support operations for upcoming product launches.

Location: Remote-First within the following US East Coast states: CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, and VA

Salary: $158,000 – $185,000 USD

Company

Series C technology company leveraging responsible AI to democratize equitable compensation practices at scale.

What you will do

• Define and execute the vision for an AI-native support function using multi-agent orchestration.
• Design customer-facing AI agents, knowledge bases, and human escalation logic.
• Track and analyze key metrics such as autonomous resolution rates and ticket inflow trends.
• Lead, coach, and develop a high-trust technical support team.
• Formalize AI-assisted bug triage and investigation workflows.
• Collaborate with Engineering, Product, and Customer Success to integrate support data into sprint planning.

Requirements

• 8+ years of experience in technical support or engineering operations.
• 2+ years of people management experience.
• Proven track record of scaling support operations within a SaaS environment.
• Hands-on experience designing AI-assisted workflows or multi-agent orchestration systems.
• Operational expertise with Zendesk or similar enterprise support platforms.
• Must be based in the following US East Coast states: CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, or VA.

Culture & Benefits

• Competitive base salary with a geo-neutral approach within the US.
• hirify.global Equity package.
• Flexible vacation policy, including paid sick, compassion, parental, and voting leave.
• Comprehensive Medical, Dental, and Vision insurance (90% premiums paid).
• Life insurance, disability coverage, and 401(k) plan.

Hiring process

• Recruiter screen (25 min).
• Hiring manager interview (30 min).
• Loop consisting of three video calls with peers and cross-functional members.
• Final interview with an Engineering Leader.