Technical Support Manager (AI)

TL;DR

Technical Support Manager (AI): Leading global technical support operations across on-premises software and hosted managed services with an accent on people leadership, customer advocacy, and AI-enabled service modernization. Focus on building follow-the-sun workflows, improving escalation management, and introducing GenAI assistants, analytics, and intelligent self-service.

Location: Remote within the United States, with Pacific time zone coverage required. Approximately 10% travel is required for client visits and company meetings.

Company

hirify.global develops data integrity software, data enrichment products, and strategic services for more than 12,000 organizations worldwide.

What you will do

• Lead, coach, and develop a technical support organization operating in a 24x7 global environment.
• Manage Support Engineers handling on-premises software and Technical Account Managers supporting hosted products.
• Improve collaboration, case resolution, knowledge sharing, and continuity across support functions.
• Oversee support operations, including shift coverage, workload balancing, escalations, SLAs, and resolution quality.
• Implement follow-the-sun handoffs, cross-regional workflows, and consistent case management and KCS processes.
• Partner with Engineering, Product, Customer teams, and senior leadership on critical escalations and AI-enabled support improvements.

Requirements

• Bachelor's degree or equivalent professional experience.
• At least 5 years of enterprise technical or customer support experience, including people leadership, and at least 3 years managing teams.
• Experience with MS Office Suite, CRM systems, AI implementations, and SQL.
• Strong written and verbal English communication skills.
• Strong decision-making, time management, prioritization, and customer-focused problem-solving skills.
• Availability to work in the Pacific time zone and approximately 10% travel.

Nice to have

• Experience with AI-powered support deflection or escalation routing.
• Experience with Power BI or Tableau and AI-driven reporting.
• Knowledge of web design, user experience, REST APIs, JSON, or XML.

Culture & Benefits

• Remote work culture with a distributed presence across 30 countries and more than 20 offices.
• Global collaboration supporting customers across multiple regions.
• Opportunities for career development, learning, and community building.
• Work focused on service excellence, ownership, accountability, and continuous innovation.
• AI-first environment encouraging responsible adoption of generative AI tools.