Senior Manager, Technical & Integrations Support (SaaS)

TL;DR

Senior Manager, Technical & Integrations Support (SaaS): Leading the Tier 3 technical support function and managing complex product escalations, API issues, and cross-platform troubleshooting with an accent on scaling high-performing technical teams and improving operational efficiency. Focus on reducing recurring defects, optimizing integration uptime, and bridging the gap between Support, Engineering, and Product teams.

Location: Remote, US. Travel is an expected part of the role for team and company-wide offsites.

Company

hirify.global is an all-in-one cloud-based platform helping auto repair shops optimize their operations, growth, and customer service.

What you will do

• Lead Tier 3 escalation management for complex technical issues, integration failures, and API-related problems.
• Develop and manage a team of senior technical support engineers and subject matter experts (SMEs) across the platform.
• Own technical support for Enterprise customers, ensuring high-stakes issues are prioritized and resolved.
• Establish quarterly strategy and monitor KPIs, including SLAs, CSAT, and root-cause elimination.
• Drive operational efficiencies through improved diagnostic tooling, runbooks, and knowledge management.
• Collaborate with Product and Engineering to surface systemic issues and influence the product roadmap.

Requirements

• 5+ years of leadership experience overseeing technical support, escalation management, or integrations teams, preferably in SaaS.
• Must be based in the United States.
• Strong technical depth in troubleshooting APIs, integrations, and cross-platform data flows.
• Experience supporting Enterprise-level customers and managing complex technical needs.
• Proven ability to leverage AI tools to address customer needs.
• Track record of successfully recruiting, training, and promoting world-class technical teammates.

Nice to have

• Familiarity with integration platforms, webhooks, and API documentation.

Culture & Benefits

• Flexible remote work models with a focus on intentional in-person connection.
• Comprehensive health benefits (Medical, Dental, Vision) with 100% premiums covered for employees.
• 401(k) Retirement Savings Plan with 100% employer match up to 6%.
• Generous Paid Time Off and support for maternity, parental bonding, and medical leave.
• Wellness allowance of $60/month and a $300 home office setup bonus after one year.
• Free, confidential counseling through BetterHelp.