Manager, Technical Support

TL;DR

Manager, Technical Support: Leading and developing a team of Technical Support Engineers while ensuring high-quality customer outcomes across hirify.global’s product portfolio with an accent on escalation ownership, SLA-driven operational rigor, and coaching for continuous improvement. Focus on guiding teams through complex issues, driving root-cause analysis, and partnering cross-functionally to improve support quality and documentation standards.

Location: USA - North Carolina (based in Raleigh, NC; on-site presence at least three days per week)

Company

hirify.global delivers legal tech solutions for law firms and corporate legal teams, including AI-forward products.

What you will do

• Lead, coach, and develop Technical Support Engineers through 1:1s, performance check-ins, and targeted enablement plans.
• Own high-impact and high-risk customer escalations, including creating escalation plans and intervening early to prevent SLA breaches.
• Manage daily support operations: queue health, workload distribution, backlog management, SLA adherence, and case aging trends.
• Drive support quality and continuous improvement using KPIs (CSAT, first contact resolution, reopen rates) and root-cause analysis.
• Ensure adherence to support playbooks, escalation paths, and entitlement policies; champion knowledge sharing and documentation standards.
• Coordinate with Engineering, Product, Customer Success, CloudOps, and Account teams; participate in rotating Manager on Duty (MOD) weekend coverage.

Requirements

• On-site requirement: based in Raleigh, NC and able to commute; on-site presence at least three days per week.
• 5+ years of experience in technical or customer support, preferably in SaaS or enterprise software.
• 2+ years of experience in people leadership or team lead roles.
• Proven experience owning customer escalations in SLA-driven environments.
• Strong understanding of support operations, workflows, and performance metrics.
• Experience with tools such as Salesforce Service Cloud and Jira (or similar platforms); excellent written and verbal communication skills.

Nice to have

• Experience in legal tech or document lifecycle software.
• Familiarity with KCS, QA programs, or service improvement frameworks.
• Experience leading distributed or global teams.

Culture & Benefits

• Health insurance, retirement savings plans, and generous paid time off.
• Supportive work-life balance and investment in well-being and future.
• Emphasis on helping each other grow, accountability with empathy, and doing the right thing.
• Opportunities for career growth and development across technical and leadership paths.
• Global, dynamic, and diverse team environment.

Hiring process

• Interviews focused on leadership, escalation ownership, operational management, and cross-functional collaboration.
• Discussion of support metrics/KPIs, SLA accountability, and continuous improvement approach.