Customer Support Manager (Cybersecurity)

TL;DR

Customer Support Manager (Cybersecurity): Managing the AMER Technical Support Engineering team and optimizing the escalation path from customers to engineering resolution with an accent on L2/L3 operational efficiency and team technical growth. Focus on designing escalation workflows, implementing AI-assisted triage tools, and maintaining high-quality handoffs in a follow-the-sun support model.

Location: Remote (United States)

Salary: $140,000 - $165,000 USD

Company

hirify.global provides hardened, secure, and production-ready builds of open source software to eliminate risk for global enterprises.

What you will do

• Manage the AMER Technical Support Engineering team, focusing on technical depth and debugging rigor.
• Own the L2/L3 escalation boundary, defining routing criteria and improving handoff artifacts for engineering.
• Implement and maintain support tooling, including AI-assisted triage and LLM-based workflows for ticket quality review.
• Track escalation health metrics and report trends to engineering leadership to identify capacity risks.
• Coordinate follow-the-sun handoffs with APAC and EMEA regions to ensure uninterrupted SLA performance.
• Serve as the primary interface between Technical Support and product engineering for escalated issues.

Requirements

• Must be based in the United States.
• 4+ years experience managing technical support or software engineers in production-facing environments.
• Technical credibility in the Linux ecosystem, including reading logs and understanding container runtimes.
• Demonstrated ability to design and operate a rigorous escalation process.
• Strong written communication for leadership-facing metrics briefs and retrospective reports.
• Experience operating within a globally distributed support organization.

Nice to have

• Experience with Kubernetes, container security, or DevSecOps tooling.
• Operational expertise with Zendesk or similar ticketing platforms.
• Exposure to AI-assisted support tooling and LLM-based triage systems.

Culture & Benefits

• Remote-first culture with bi-annual destination summits and monthly stipends for coworking and internet.
• 100% company-covered health, vision, and dental insurance premiums for employees and dependents.
• Stock options upon hire and promotion with a 10-year exercise window.
• Flexible time off policy to support recharging and work-life balance.
• Generous paid parental leave (18 weeks for birthing parents, 12 weeks for non-birthing parents).