Manager, Technical Support Engineering (SaaS)

TL;DR

Manager, Technical Support Engineering (SaaS): Leading the highest point of escalation for complex client issues to drive high-quality resolution with an accent on cross-functional alignment and team coaching. Focus on optimizing ticket queues, solving critical technical blockers, and implementing process improvements to enhance customer outcomes.

Location: Remote (NOAM). Must be located in West Coast or Mountain time zones

Salary: $84,993 - $111,553

Company

hirify.global is a B2B SaaS company focused on creating incredible customer experiences through ownership, agility, and service.

What you will do

• Manage and reprioritize the team's ticket queue to ensure focus on highest-impact issues.
• Lead end-to-end escalations by engaging clients directly and mobilizing internal resources.
• Coach the team in problem-solving, critical thinking, and root cause analysis to develop technical skills.
• Identify inefficiency trends in escalations and recommend process improvements and automation to leadership.
• Collaborate cross-functionally with engineering, development, and sales to drive holistic solutions.

Requirements

• 3+ years of experience leading, coaching, and performance managing teams.
• Must be located in West Coast or Mountain time zones.
• Clear and confident communication skills with strong attention to detail.
• Ability to lead and unblock a technical team without needing to be the primary technical expert.

Nice to have

• B2B SaaS experience.

Culture & Benefits

• Comprehensive health benefits (Medical, Dental, Vision) effective on day one.
• 401(k) and 401(k) match.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support and on-demand learning and development.
• Quarterly paid volunteer days and a company-wide mentor program.