Support Engineering Lead (SaaS)

TL;DR

Support Engineering Lead (SaaS): Managing and scaling a technical support engineering operation for an AI workflow orchestration platform with an accent on operational excellence, API debugging, and team mentorship. Focus on optimizing queue health, removing technical blockers, and driving high-quality customer outcomes for enterprise accounts.

Location: Remote, Must be based in California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas

Company

hirify.global is an open workflow orchestration platform built for the era of AI, enabling technical teams to automate systems with a blend of code and no-code tools.

What you will do

• Lead and mentor a support engineering team through 1:1s, feedback, and growth support.
• Oversee operational health by monitoring queue metrics (backlog, aging) and ensuring smooth ticket flow.
• Act as the primary escalation point for the team and coordinate with Tier 2, Engineering, and Product stakeholders.
• Design and maintain staffing schedules to ensure consistent coverage and avoid burnout.
• Conduct QA checks on tickets and translate CSAT feedback into concrete process improvements.
• Track project health and maintain visibility on customer pain points across the organization.

Requirements

• Hands-on experience in technical support or support engineering within a SaaS environment.
• Technical proficiency in debugging integrations, APIs, and workflow-based systems.
• Experience owning operational metrics, KPIs, and day-to-day queue management.
• Proven track record of managing or mentoring engineers and running effective team rituals.
• Must be based in California, Massachusetts, Virginia, New York, New Jersey, Florida, or Texas.
• English: Company language is English.

Nice to have

• Experience building automations or utilizing AI to scale support operations.
• Experience working with high-ARR enterprise-tier customers.
• Experience working within distributed, remote-first teams.
• Strong emotional intelligence in managing high-stakes customer interactions.

Culture & Benefits

• Equity ownership in the company.
• US-based benefits: 20 vacation days, 8 sick days, and a 401(k) with a 4% employer match.
• Comprehensive health, dental, and vision coverage, including a no-cost premium HDHP with a pre-seeded HSA.
• Annual professional development budget of €1K for courses, books, or coaching.
• Unlimited AI budget for productivity tools and $100 monthly contribution to open-source projects.
• Remote-first culture with regular team off-sites for bonding.