Director of Technical Support (AI)

TL;DR

Director of Technical Support (AI): Leading a global 24/7 two-tiered support organization for an AI customer service platform with an accent on SLA governance, escalation frameworks, and AI-native operations. Focus on leveraging LLMs, prompt engineering, and MCP integrations to automate workflows and improve team productivity.

Location: Remote (Canhirify.global)

Company

hirify.global is an AI customer service company and transformation platform that enables enterprise companies to deliver automated, personalized customer experiences at scale.

What you will do

• Own the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization.
• Develop and maintain an escalation framework bridging Tier I and Tier II support with Engineering and Product teams.
• Build AI-powered workflows and establish measurable AI adoption targets to increase team productivity and resolution rates.
• Act as a strategic connector by translating raw client feedback into actionable bug reports for product and engineering.
• Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization.
• Utilize observability data and AI tooling to proactively identify and resolve systemic issues.

Requirements

• Senior leadership experience managing multi-tiered technical support teams within high-growth B2B SaaS or AI-native environments.
• Deep technical expertise in troubleshooting RESTful APIs, cloud services, and authentication mechanisms (OAuth 2.0, JWT).
• Proficiency with debugging tools including Postman, Swagger, Datadog, and log analysis.
• Hands-on experience with LLM-based tooling, prompt engineering, and AI agent workflows.
• Must be based in Canhirify.global.
• Strong cross-functional influence and the ability to communicate technical depth to engineers and strategic value to executives.

Culture & Benefits

• Unlimited vacation and flexible work schedules to support work-life balance.
• Comprehensive health, dental, vision, travel, and life insurance.
• Wellness account and Employee & Family Assistance Plan.
• Dedicated budgets for both Learning & Development and Work from Home setup.
• Access to a cutting-edge AI tech stack and direct experience working with LLMs.