Technical Support Manager (Networking)

TL;DR

Technical Support Manager (Networking): Leading a team of technical support engineers to deliver high-quality support for networking and telecommunications products with an accent on team leadership and process optimization. Focus on managing daily operations, resolving complex technical escalations, and improving customer satisfaction metrics.

Location: Apodaca, Mexico

Company

hirify.global delivers reliability and performance in communications technology, providing AI-powered automation and security for enterprise networks.

What you will do

• Manage and mentor a team of technical support engineers.
• Oversee daily operations of the support team to ensure timely resolution of customer issues.
• Develop and implement support strategies to improve efficiency and customer experience.
• Collaborate with product and engineering teams to escalate and resolve complex technical issues.
• Monitor support metrics and generate performance reports.
• Provide technical guidance and training to team members.

Requirements

• Bachelor’s degree in Engineering, Computer Science, or a related field.
• 5+ years of experience in technical support, with at least 2 years in a leadership role.
• Strong knowledge of networking technologies such as Wi-Fi, Ethernet, and IP.
• Experience with CRM and ticketing systems like Salesforce or ServiceNow.
• High proficiency in English is mandatory.

Nice to have

• Familiarity with Aurora products.
• ITIL certification or similar process management experience.

Culture & Benefits

• Work within a global team of innovators and trusted advisors.
• Opportunity to shape the future of communications technology.
• Purpose-driven environment focused on superior business outcomes.
• Collaborative culture with passionate and caring colleagues.