Manager, Technical Support (SaaS)

TL;DR

Manager, Technical Support (SaaS): Leading a team of Technical Support Engineers to provide enterprise-level support for a revenue platform with an accent on escalation management and team development. Focus on identifying product trends, mentoring engineers, and partnering with engineering and product teams to resolve critical incidents.

Location: Remote (Must work PST hours regardless of location)

Company

hirify.global is a revenue platform that leverages agentic AI and conversation intelligence to automate workflows for global enterprise organizations.

What you will do

• Lead and develop a team of Technical Support Engineers, handling recruiting, career development, and performance management.
• Oversee daily ticket workloads and backlogs, ensuring optimal and timely resolution of customer issues.
• Manage high-level escalations and perform root cause analysis to identify and resolve systemic product issues.
• Partner with Engineering and Product Management to proactively manage critical incidents and release rollouts.
• Drive team performance through KPIs focused on quality, process, and procedure.
• Act as an On-Call Support leader in a rotation covering evening and weekend hours.

Requirements

• Minimum 3-5 years of experience managing IT or Support organizations.
• BS degree in Engineering, Computer Science, or a related field.
• Strong understanding of enterprise software implementations and SaaS technologies.
• Experience implementing AI best practices within a support context.
• Proven track record in escalation, incident, and problem management.
• Ability to work PST hours regardless of physical location.

Culture & Benefits

• Commitment to diversity and inclusion, focusing on hiring the "whole human" over just a resume.
• Equal opportunity employer environment.
• Collaborative culture centered on being trusted advisors and winning as one team.