Head of Customer Support (AI Automation)

Location: US Remote (East/Central)

Salary: $165,000–$199,000 USD base salary annually, plus equity and potential incentive compensation.

Company

hirify.global Security is a SaaS security platform that protects enterprise SaaS and identity environments from security threats, including risks associated with integrations and agentic AI tools.

What you will do

• Own and redesign the technical support operating model around automation and agentic AI rather than linear headcount growth.
• Design, deploy, and improve agentic support systems covering triage, resolution, escalation, and follow-up.
• Build knowledge bases, retrieval systems, data infrastructure, and telemetry for automated support.
• Define and monitor deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT.
• Integrate support tooling with the product, internal systems, and customer telemetry.
• Partner with Product and Engineering on product fixes and self-service capabilities while leading a small team of support and automation engineers.

Requirements

• Demonstrated experience operationalizing agentic AI or automation in a technical support environment with measurable deflection and cost-to-serve outcomes.
• Strong systems and engineering orientation, including comfort with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration.
• Experience supporting a technical B2B SaaS product.
• Understanding of support economics and the metrics required to manage cost-to-serve and scale.
• Ability to own and execute the technical roadmap for the support function end-to-end.
• Must be based in the United States and work across East/Central hours; US work authorization is required.

Nice to have

• Engineering or technical individual contributor background.
• Experience building or integrating LLM and agent frameworks.
• Hands-on support engineering experience with a security or infrastructure product.

Culture & Benefits

• Competitive compensation with equity and a 401(k).
• US healthcare coverage including dental and vision.
• Flexible paid time off and paid holidays.
• 12 weeks of new parent or family leave.
• Personal and professional development resources.
• Equal-opportunity workplace focused on talent, passion, and compassion.