Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading and developing a high-performing team of support specialists to deliver world-class customer experiences with an accent on operational excellence and technical troubleshooting. Focus on building scalable support systems, managing complex escalations, and driving cross-functional collaboration to improve product outcomes.

Location: Must be based in Portugal

Compensation: €90,000–€110,000 plus equity

Company

hirify.global is a CRM platform built for the AI era, designed to help ambitious go-to-market teams automate at scale and understand their customer data.

What you will do

• Hire, onboard, and coach a high-performing team of Technical Support Specialists.
• Ensure consistent delivery of fast, thoughtful, and technically sound support.
• Partner with Product and Engineering to resolve complex customer issues and drive product improvements.
• Build and optimize scalable support systems, workflows, and processes.
• Represent the voice of the customer across the organization to inform product strategy.
• Own team performance metrics, operational health, and customer satisfaction reporting.

Requirements

• Must be legally eligible to work in Portugal.
• 3+ years of experience building and managing remote B2B support teams.
• 5+ years of experience in customer-facing roles supporting technical SaaS products.
• Strong technical capability in troubleshooting APIs, AI products, CRMs, and integrations.
• Proven track record of creating systems and processes for team scaling.
• Highly organized, data-driven, and collaborative mindset.

Culture & Benefits

• Full-time role with a standard Monday–Friday schedule (9:00am–6:00pm GMT).
• Opportunity to work in a high-growth, well-funded startup environment.
• Equity compensation package.
• Focus on craft, detail, and delivering exceptional work.

Hiring process

• Initial screening with Talent team and Technical Support Manager.
• Take-home technical exercise.
• Leadership and strategy sessions with cross-functional partners.
• Final closing conversation with the CEO.