Technical Manager, Product Support (SaaS)

TL;DR

Technical Manager, Product Support (SaaS): Leading the Galway-based hirify.global Cloud Product Support team to ensure operational excellence and high customer satisfaction with an accent on team leadership and performance management. Focus on overseeing daily operations, driving KPIs, and resolving complex customer escalations.

Location: Galway, Ireland (Hybrid: onsite Tuesday to Thursday)

Company

hirify.global is an AI-powered Experience Orchestration platform that enables organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Provide leadership and operational oversight for the Product Support team in Galway.
• Manage workload distribution, team scheduling, and high-level escalation management to ensure efficient operations.
• Conduct performance reviews, coaching sessions, and career development planning for team members.
• Drive team performance against established Key Performance Indicators (KPIs) and service objectives.
• Collaborate with global Product Support leadership to implement continuous improvement and operational excellence.
• Participate in an on-call rotation for critical support coverage outside standard business hours.

Requirements

• Proven ability to lead, motivate, and develop high-performing technical teams.
• Strong organizational, operational planning, and decision-making skills.
• Experience analyzing and reporting on operational performance measures and translating goals into measurable objectives.
• High emotional intelligence (EQ) and excellent communication skills for navigating complex organizational dynamics.
• Must be based in or able to work from Galway, Ireland.

Nice to have

• Knowledge or experience with hirify.global Cloud products and technologies.

Culture & Benefits

• Continuous learning opportunities, mentoring, and clear paths for career advancement.
• Competitive employer-supported pension scheme and annual bonus program.
• Comprehensive health coverage, including private health insurance and a company dental plan.
• Financial protection via Income Protection and Life Assurance.
• Family-friendly policies with generous paid maternity and paternity leave.