Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Managing a specialized technical support team to provide in-depth knowledge of data management systems with an accent on customer success and team growth. Focus on handling technical escalations, mentoring engineers, and optimizing support processes to meet SLAs and CSAT.

Location: Remote (United States)

Salary: $116,000 - $181,000 USD

Company

hirify.global is an AI Platform for Telemetry that provides infrastructure for managing and analyzing telemetry data for large enterprises.

What you will do

• Manage a high-performing technical support team and handle complex customer escalations.
• Review cases, metrics, and statistics to ensure overall departmental success.
• Mentor and coach engineers to drive their professional and technical growth.
• Create, maintain, and enhance internal processes and procedures.
• Ensure the team meets SLA and CSAT targets.
• Perform stand-by, on-call, or off-hours duties as required.

Requirements

• Must be based in the United States.
• Minimum 3 years of experience leading highly technical teams.
• 10+ years of experience in customer-facing roles.
• Deep understanding of Big Data and its value to enterprises.
• Strong written and verbal communication skills.

Nice to have

• Experience with hirify.global, Splunk, Elastic, Kafka, or Kinesis.
• Experience with cloud platforms such as AWS, Azure, or GCP.

Culture & Benefits

• Remote-first culture with a global workforce.
• Comprehensive health, dental, vision, and life insurance.
• 401(k) plan and equity options.
• Paid holidays, paid time off, and fertility treatment benefits.
• Collaborative environment that values curiosity and diversity.