Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading global 24x7 support operations for enterprise data management and analytics solutions with an accent on incident management, SLA compliance, and team leadership. Focus on optimizing support processes, driving customer satisfaction, and collaborating cross-functionally to enhance product quality and service delivery.

Location: Barcelona, Spain

Company

hirify.global is a global leader in data integration and analytics, transforming complex data landscapes into actionable insights for over 40,000 customers worldwide.

What you will do

• Oversee 24x7 global support operations, including shift planning and resource allocation.
• Define and implement scalable technical support strategies to meet business goals and SLAs.
• Drive customer satisfaction by improving response and resolution times for escalated issues.
• Partner with engineering and product teams to address complex technical challenges and improve product quality.
• Analyze performance metrics and KPIs to identify trends and operational improvements.
• Lead initiatives for process optimization, automation, and knowledge sharing across global teams.

Requirements

• 8-10 years of experience in technical support within a SaaS organization.
• At least 2 years of experience in a manager or team lead role.
• Proven track record of leading large, global technical support teams in a 24x7 enterprise environment.
• Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL), and cloud-based enterprise solutions.
• Experience with Digital and AI Agentic tools for handling large ticket volumes.
• Willingness to work night shifts and adapt to the demands of a 24x7 global support function.

Culture & Benefits

• Genuine career progression pathways and mentoring programs.
• Culture of innovation, technology, collaboration, and openness.
• Flexible, diverse, and international work environment.
• Corporate Responsibility Employee Programs including extra time for personal development and volunteering.