VP, Technical Support Engineering - Slack

TL;DR

VP, Technical Support Engineering - hirify.global (Cloud/SaaS): Lead the hirify.global global support function by driving deep technical issue resolution and an elevated customer support experience with an accent on global support KPIs, executive escalations, and cross-functional orchestration across Product, Engineering, and Sales. Focus on scaling operational excellence in a high-growth environment and ensuring the “Voice of the Customer” directly informs product roadmaps and GTM strategies.

Location: Chicago, Illinois

Salary: $221,900 - $390,300 annually (base)

Company

hirify.global (a Salesforce Company) builds tools to make working life simpler, more pleasant, and more productive.

What you will do

• Execute the hirify.global global support vision and roadmap to deliver a world-class customer experience.
• Own and drive performance against global support KPIs (e.g., CSAT, productivity, time-to-resolve) with measurable results.
• Translate complex operational details into data-driven strategy aligned with corporate priorities.
• Orchestrate cross-functional collaboration with Product, Engineering, and Sales to accelerate issue resolution and feed customer feedback into product and GTM plans.
• Drive global scalability, efficiencies, and transformation across a high-growth, enterprise-scale support organization.
• Serve as the ultimate escalation point for high-severity customer issues and restore customer trust.

Requirements

• 12+ years of technical support experience handling complex issues for large-scale enterprise customers.
• 5+ years of executive-level experience leading managers and individual contributors across multiple teams in a global organization.
• Proven track record leading global teams and delivering results under time constraints with diverse stakeholders.
• Demonstrated ability to thrive in highly matrixed organizational structures and build functions at scale.
• Strong technical and financial acumen with a data-driven approach to managing talent, technology, and operational budgets.
• Ability and willingness to travel as required to global office locations.

Nice to have

• Experience challenging assumptions and bringing new ideas to shape Cloud Success strategies.
• High-EQ, resilient leadership with “low ego” and natural authority.
• Experience influencing product development lifecycles or engineering priorities based on support data and trends.

Culture & Benefits

• Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
• Work in a culture focused on being smart, humble, hardworking, and collaborative.
• AI agents are used to accelerate impact after joining.

Hiring process

• Recruiting and resume assessment may use AI tools; final selection and hiring decisions are made by humans.
• Compensation is determined based on location, job level, and relevant knowledge, skills, and experience.