Senior Manager, Technical Support & Services (Cybersecurity)

Location: Remote

Salary: $165,000–$190,000 USD per year

Company

hirify.global is a Series C startup building an AI-native cybersecurity platform for social engineering defense, including protection against phishing, impersonation, fraud, and AI-powered threats.

What you will do

• Lead a blended organization of frontline Support contractors and senior technical-services resources.
• Own Support staffing, coverage, training, quality, productivity, and service-level performance.
• Coach senior technical resources handling advanced troubleshooting, integrations, reporting, and complex customer requests.
• Define ownership and escalation criteria across Support, Technical Services, Customer Success, Solutions Architecture, Product, and Engineering.
• Lead critical escalations and improve investigation quality, routing accuracy, customer communication, and resolution speed.
• Turn recurring technical work into playbooks, diagnostics, training, automation, product improvements, and self-service.

Requirements

• 8+ years of experience in technical support, customer engineering, solutions, or post-sales roles.
• 3+ years managing technical customer-facing teams.
• Experience integrating frontline customer support with advanced escalation and technical services functions.
• Strong technical troubleshooting, escalation management, and root cause analysis skills.
• Experience supporting complex enterprise SaaS, cybersecurity, cloud, data, or infrastructure products.
• Experience building support processes, service levels, escalation models, playbooks, performance metrics, and technical delivery such as integrations, configuration, reporting, APIs, or scoped projects.

Nice to have

• Experience in cybersecurity, threat intelligence, digital risk protection, trust and safety, fraud, or social engineering defense.
• Familiarity with APIs, SSO, identity systems, cloud platforms, enterprise security workflows, and AI-assisted support.
• Experience with Pylon, Zendesk, Jira, Linear, or similar support and engineering workflow systems.
• Experience implementing global, follow-the-sun, or on-call support coverage.
• Experience scaling support engineering, technical services, or customer engineering capabilities in a rapidly growing startup.

Culture & Benefits

• Remote-first culture with built-in flexibility.
• Meaningful equity participation.
• Flexible PTO, comprehensive health benefits, and parental leave.
• High-growth environment with immediate impact and visibility.