Director Of Technical Support (SaaS)

TL;DR

Director of Technical Support (SaaS): Leading the global technical support strategy and operations for an AI-native productivity platform with an accent on scaling team performance, optimizing AI-driven workflows, and bridging the gap between customer needs and product engineering. Focus on driving operational excellence, managing complex incident response, and influencing product roadmaps through data-driven insights.

Location: Must be based in the United States

Salary: $180,000 – $215,000

Company

hirify.global is an AI-native productivity platform unifying tasks, docs, chat, and enterprise search to make the world more productive.

What you will do

• Own the end-to-end strategy, execution, and outcomes for the technical support function.
• Lead, mentor, and scale a high-performing global team of support managers and representatives.
• Drive AI-powered workflows for triage, diagnostics, and resolution acceleration.
• Serve as the primary bridge between Support and Product/Engineering to influence roadmap priorities.
• Establish and drive KPIs measuring resolution quality, speed, and customer satisfaction.
• Design and optimize escalation paths, on-call processes, and incident management workflows.

Requirements

• 8+ years of experience in technical support, support engineering, or customer experience leadership.
• Proven track record of building and scaling high-performing global technical support teams.
• Deep experience partnering with Product and Engineering organizations.
• Strong technical acumen regarding product architecture, integrations, and APIs.
• AI-native mindset with demonstrated success using AI tools to scale operations.
• Must be authorized to work in the United States as visa sponsorship is not available for this role.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Equity and 401k retirement plan.
• Flexible paid time off and paid parental leave.
• Professional development and employee wellness stipends.
• Enhanced employee assistance program.