Head of IT and Production Support

TL;DR

Head of IT and Production Support (IT/Production Support): Own the vision, strategy, and execution of Production Support and internal IT to ensure platform reliability, operational excellence, and exceptional customer experiences with an accent on incident operations, reliability/observability, and scaling support toward an SRE/Technical Solutions model. Focus on building runbooks and SLAs, leading cross-functional reliability initiatives, and bridging hirify.global’s Google Workspace/Slack/AWS stack with Ryder’s Microsoft 365/Teams/Azure environment.

Location: Hayes Valley, San Francisco, CA (Hybrid; office days Tuesday–Thursday, remote days Monday & Friday)

Salary: $180,000–$230,000 base annually

Company

hirify.global is Ryder’s in-house product development group building software for transportation and logistics.

What you will do

• Lead and grow a Production Support Engineering team, including hiring, onboarding, and career development.
• Design runbooks and operational documentation; establish SLAs and reliability/customer metrics (uptime, response time, resolution time, CSAT).
• Own incident communications and use telemetry/support trends to proactively detect issues, automate solutions, and improve support tooling.
• Partner with Engineering to validate new features, run bug bashes, and create E2E/integration tests; support pre-onboarding QA for customer migrations.
• Drive strategic initiatives including a roadmap toward 24x7 coverage and transitioning support toward a hybrid SRE/Technical Solutions Engineering model.
• Administer hirify.global’s internal IT (Google Workspace, Slack, AWS, MDM, office A/V and networking) and act as a liaison to Ryder enterprise IT for SSO/identity and integrations.

Requirements

• 8+ years of experience in IT, DevOps, or Site Reliability Engineering.
• 5+ years managing and scaling production support teams in high-growth B2B SaaS environments with reliability, compliance, and customer SLAs.
• Hands-on experience administering enterprise IT systems (Google Workspace, Slack, AWS, MDM, SSO/identity, office A/V/networking).
• Hands-on experience with monitoring and alerting tools (e.g., Prometheus, Grafana, Sentry, Datadog).
• Strong program management and change-management skills with a track record of rolling out systems with minimal disruption.
• Experience navigating enterprise procurement, security, compliance, and change-control processes in matrixed organizations.

Nice to have

• Experience with QA or test automation.
• Experience building or managing 24x7 support operations.
• Experience transitioning support teams toward SRE or Technical Solutions Engineering models.
• Hands-on experience with both Microsoft 365/Teams/Azure and Google Workspace/Slack/AWS environments.
• Experience in logistics, supply chain, or freight technology.

Culture & Benefits

• Hybrid work schedule with office days Tuesday–Thursday and remote days Monday & Friday.
• 401k with matching, medical/dental/vision coverage, and an Employee Stock Purchase Program.
• Annual company bonus and long-term incentive plan.
• Collaborative, tech-forward office in Hayes Valley, San Francisco.
• Stable, publicly traded enterprise environment with startup-like speed.

Hiring process

• Not specified in the provided posting.