Bot Manager (Cybersecurity)

Location: Tel Aviv District, Israel

Company

hirify.global provides a cloud-delivered platform that converges enterprise networking and security through a centralized SASE service.

What you will do

• Own ongoing monitoring and evaluation of the Support bot’s performance and response quality.
• Define and track KPIs and success metrics for bot effectiveness.
• Review bot interactions to identify quality gaps, recurring issues, and improvement opportunities.
• Build a structured, scalable approach to quality monitoring beyond individual conversation reviews.
• Analyze bot performance from technical, business, Support operations, and customer-experience perspectives.
• Work with Support teams and stakeholders to translate use cases and feedback into actionable recommendations.

Requirements

• At least Tier 2-level technical Support knowledge; Tier 3-level experience is advantageous.
• Experience in networking and/or security environments.
• Strong understanding of technical Support workflows and the ability to assess response accuracy and quality.
• Direct customer-facing experience and understanding of customer needs.
• Strong analytical and critical-thinking skills, including defining meaningful KPIs and evaluating performance objectively.
• Experience in Support, Support Operations, Premium Support, Professional Services, or a similar technical customer-facing environment.

Culture & Benefits

• Work at the intersection of Support, technology, and business operations.
• Contribute to the evolution of an increasingly automated Support workflow.
• Build structure and processes in an evolving operational area.