Product Manager - Active IQ (AI)

Location: Hybrid role based in Morrisville, North Carolina, or San Jose, California, United States; some level of in-office and/or in-person attendance is expected.

Company

hirify.global provides intelligent data infrastructure, unified storage, integrated data services, and cloud solutions for enterprise workloads and AI.

What you will do

• Own the tools, platforms, and workflows that support technical support engineers and customer support operations.
• Drive end-to-end automation for support case management, remote support, diagnostics, and proactive resolution.
• Use AutoSupport, telemetry, diagnostic data, and customer feedback to improve support experiences and resolution speed.
• Define and track supportability, productivity, automation coverage, adoption, CSAT, CES, NPS, and first-contact resolution metrics.
• Partner with engineering to build products with strong diagnosability, logging, security, and supportability.
• Align support operations, engineering, data, customer experience, product, security, and legal stakeholders.

Requirements

• 9–12 years of relevant experience, including 8+ years in Product Management.
• Experience supporting technical support or service organizations and managing support tools, platforms, or diagnostic applications.
• Proven success driving workflow automation, operational efficiency, engineer productivity, and customer satisfaction.
• Strong analytical and data-driven decision-making skills.
• Experience with Jira, Confluence, agile practices, user stories, requirements, and backlog management.
• Bachelor’s degree in Technical Communication, English, Computer Science, Information Science, Engineering, or a related field, or equivalent experience.

Nice to have

• Experience with telemetry platforms, proactive support models, remote support tools, or knowledge management systems.
• Knowledge of AI-assisted diagnostics, intelligent routing, root cause analysis, and automation.
• Understanding of supportability engineering, self-service experiences, and support KPIs.

Culture & Benefits

• Hybrid working environment with flexibility to balance professional and personal commitments.
• Collaborative culture focused on initiative, ownership, impact, and problem solving.
• Work across data infrastructure, cloud, enterprise storage, and AI initiatives.
• Some hiring process stages may use AI tools to support application evaluation and candidate selection.

Hiring process

• Applications are reviewed only when submitted through the company website.
• Selected hiring stages may use AI-assisted evaluation alongside human decision-making.