Manager, Technical Support

TL;DR

Manager, Technical Support: Lead a multi-tier technical support organization for a B2B SaaS revenue AI platform with an accent on escalation handling, data-driven KPI/SLA performance, and scalable support operations. Focus on mentoring TSAs and TSEs, optimizing processes and tooling, and coordinating vendor operations to deliver consistent customer outcomes globally.

Location: Dublin

Company

hirify.global builds an AI-powered revenue intelligence platform that unifies data, insights, and workflows for revenue teams.

What you will do

• Manage and develop a multi-tier support team (Technical Support Associates and Technical Support Engineers) with hands-on crisis and escalation leadership.
• Own day-to-day escalation management for high-priority, time-sensitive customer issues and ensure clear, professional communication.
• Drive operational excellence by tracking and improving performance against global support KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution).
• Support external vendor operations as needed to align workflows, quality standards, and service delivery.
• Champion technical enablement and training to improve onboarding and ongoing technical/product expertise.
• Recruit, interview, and onboard new team members; optimize processes and support tooling to increase productivity and customer experience.

Requirements

• 3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team in a fast-paced B2B SaaS environment.
• Proven experience handling critical, time-sensitive customer escalations day to day while maintaining composure.
• Experience leading multi-tier support teams (tier-1 frontline associates plus higher-tier technical engineers).
• Strong data-driven performance accountability using support metrics such as SLAs, KPIs, CSAT, and trend analysis.
• Ability to manage and motivate teams in a high-volume, fast-moving environment supporting global customers across Europe, Asia, and the US.
• Excellent written and verbal communication skills, including the ability to explain complex technical concepts.
• Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk).

Culture & Benefits

• Hybrid work model requiring 3 days per week in the Dublin office.
• High-accountability, continuous-improvement support culture focused on delivering exceptional customer results globally.
• Opportunity to build a scalable support function and improve processes and tooling.
• Collaboration with vendor partners and internal enablement/training programs.