Manager, Technical Support (Networking)

TL;DR

Manager, Technical Support (Networking): Leading a team of Technical Support Engineers to provide post-sales support for global customers with an accent on operational metrics, case management, and escalation handling. Focus on improving customer experience, managing direct reports' career growth, and collaborating with cross-functional product and engineering teams.

Location: Hybrid, based in Mexico City

Company

hirify.global provides a deep observability pipeline that helps large organizations eliminate security blind spots and optimize network traffic across hybrid cloud infrastructure.

What you will do

• Manage technical support teams in Mexico providing 24/7/365 global coverage to customers and partners.
• Develop and maintain operational metrics focusing on case management, knowledge sharing, and escalation quality.
• Conduct people management activities including regular one-on-ones, career planning, and annual reviews for 5+ direct reports.
• Oversee customer escalations, ensuring effective situational management and clear communication with leadership.
• Collaborate with sales, product management, and engineering units to drive continuous improvement.
• Apply analytical problem-solving to enhance the overall customer experience.

Requirements

• 8+ years of experience in customer support, specifically in a technical capacity.
• Proven experience managing a team of over 5 direct reports in a technical environment.
• Bachelor’s degree in Computer Science or Engineering preferred.
• Familiarity with CRM, Knowledge Base, and ACD systems.
• High level of oral and written communication skills for project coordination and escalation management.
• Must be based in Mexico City for this hybrid in-office position.

Culture & Benefits

• Certified as a Great Place to Work.
• Commitment to a diverse, equitable, and inclusive work environment.
• Support for candidates from all backgrounds with a focus on equitable hiring.