Technical Support Engineering Manager (AI)

TL;DR

Technical Support Engineering Manager (AI): Leading a team of Technical Support Engineers to deliver exceptional support experiences for hirify.global users with an accent on solving complex technical challenges and building internal automations. Focus on optimizing support processes, mentoring engineers, and collaborating with Product and Engineering teams to influence the product roadmap.

Location: Must be based in Singapore or Australia (Visa sponsorship availability will be assessed based on location)

Company

hirify.global is an AI-powered code editor with a mission to automate coding through a combination of inventive research, design, and engineering.

What you will do

• Lead, mentor, and grow a team of Technical Support Engineers through coaching and career development.
• Act as the primary escalation point for complex customer issues, collaborating with engineering for resolution.
• Establish and monitor team goals, metrics, and quality assurance processes.
• Partner with Product and Engineering teams to advocate for customer needs and influence priorities.
• Improve operational workflows by building automations and streamlining internal tooling.
• Develop and champion documentation and knowledge sharing for customers and teammates.

Requirements

• Prior experience as a Technical Support Engineer in a hands-on technical role.
• Proven track record of managing technical support teams within a SaaS or developer-focused company.
• Strong debugging and problem-solving skills with a deep understanding of software development workflows.
• Familiarity with IDEs, LLMs, and AI-powered developer tools.
• Excellent communication skills for coaching teams and engaging with senior stakeholders.
• Work authorization or eligibility for visa sponsorship in Singapore or Australia.

Culture & Benefits

• Very flat organization with a small, talent-dense team.
• Culture of truth-seeking, passion, and creativity.
• Environment that encourages spirited debate and unconventional ideas.
• Strong emphasis on shipping code and rapid iteration.