Platform Technical Support Manager (API Integration, SaaS)

Location: Taguig City, Philippines

Company

hirify.global operates platform and marketplace capabilities including Xvantage, X4V, and XI.

What you will do

• Lead, mentor, and manage a technical support team responsible for platform stability, ticket resolution, escalations, and customer and vendor experience.
• Oversee daily support operations, including issue triage, resolution, escalation, and tiered or swarming support models.
• Partner with Product, Engineering, SRE, DevOps, Operations, Vendor Management, and external partners to resolve complex technical issues and critical incidents.
• Define and track KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, reopen rate, bug conversion, and cost-to-serve.
• Implement long-term solutions, process improvements, automation opportunities, training plans, knowledge assets, runbooks, and documentation.
• Report operational performance, risks, escalations, customer impact, vendor issues, and improvement progress to leadership.

Requirements

• 7+ years of experience in technical support, platform support, SaaS operations, customer support operations, or a related field.
• People management experience and a track record of leading support teams.
• Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals, and support impact.
• Experience establishing operating discipline, managing escalations, and improving team engagement.
• Strong KPI management, process improvement, documentation, KCS or self-service, and continuous improvement experience.
• Ability to communicate clearly with regional leaders, Product, Engineering, Operations, vendors, and customers.

Culture & Benefits

• Cross-functional collaboration with global support teams and technical and business stakeholders.
• Focus on customer-focused service, operational reliability, continuous improvement, and documented support practices.
• Support for platform launches, releases, vendor onboarding, and platform transitions through structured readiness practices.