Technical Support Manager (SaaS)

Location: Dublin, Ireland

Company

hirify.global develops an observability platform that helps companies monitor and optimize complex digital applications in an AI-first environment.

What you will do

• Coach and mentor a technical support engineering team, supporting career progression and strong team collaboration.
• Lead day-to-day support operations and adapt team structures to changing customer and business needs.
• Collaborate with global Support Management, Engineering, Product, and Go-To-Market teams to achieve service-level objectives and improve supportability.
• Own customer escalations by coordinating investigation, resourcing, and timely resolution of critical issues.
• Lead cross-functional programs and projects to simplify processes and improve business outcomes.
• Participate in an on-call rotation to maintain service continuity.

Requirements

• Experience leading people, developing talent, and managing operational strategies for technical support teams.
• Commitment to an inclusive, supportive culture that balances performance metrics with employee satisfaction and growth.
• Strong analytical problem-solving skills, including using data to identify systemic issues and improve workflows.
• Strong interpersonal, communication, and coaching skills, with the ability to connect technical complexity to business requirements.
• Practical experience with enterprise operational and customer support platforms such as Salesforce, ServiceCloud, Google Workspace, or Tableau.
• Visa sponsorship is not available for this position.

Nice to have

• Experience managing support delivery in a high-tech, fast-growing SaaS environment.
• Experience collaborating with international or cross-functional stakeholders on product roadmaps and customer health indicators.
• Familiarity with observability solutions or Application Performance Management systems.

Culture & Benefits

• Inclusive environment focused on equity, growth, diversity, and authentic participation.
• Flexible workforce model supporting office-based, remote, and hybrid workplaces across the company.
• Reasonable accommodations are available during the application and recruiting process.
• Employment requires identity and work-eligibility verification and a criminal background check.
• Some roles may require an export compliance assessment because of U.S. export controls on encryption technology.

Hiring process

• Identity and employment eligibility verification are required for hired candidates.
• A criminal background check is required before joining hirify.global.