Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading global 24x7 technical support operations for enterprise data management and BI solutions with an accent on operational excellence and incident management. Focus on defining scalable support strategies, optimizing resolution times, and leveraging AI agents to handle high ticket volumes.

Location: Must be based in Barcelona, Spain

Company

hirify.global transforms complex data landscapes into actionable insights through integration, governance, and advanced AI/ML capabilities for over 40,000 global customers.

What you will do

• Define and implement highly available, responsive, and scalable technical support services.
• Oversee 24x7 global operations, including shift planning and resource allocation to meet SLAs.
• Drive improvements in customer experience, focusing on response and resolution times.
• Partner with engineering, product, and customer success teams to resolve complex technical issues.
• Analyze KPIs and performance metrics to identify trends and operational improvements.
• Lead the analysis, architecture, and development of large-scale data management and BI solutions.

Requirements

• Location: Barcelona, Spain
• 8-10 years of experience in technical support within a SaaS product organization.
• At least 2 years of experience in a manager or team lead role.
• Proven track record of leading global 24x7 enterprise support teams, including weekend support.
• Strong knowledge of Analytical/ETL tools, SQL databases, SAP, ServiceNow, or Salesforce.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Nice to have

• Experience with Digital and AI Agentic tools for handling large customer ticket volumes.
• Master’s degree in a relevant field.

Culture & Benefits

• Genuine career progression pathways and mentoring programs.
• Culture of innovation, technology, collaboration, and openness.
• Flexible, diverse, and international work environment.
• Additional "change the world" day and dedicated personal development days.
• Opportunities to participate in Corporate Responsibility Employee Programs.