Manager, Customer Support Engineering

Location: San Francisco, CA

Company

hirify.global develops industrial CT scanning and AI-driven manufacturing software, combining X-ray capture, computer vision analysis, embedded applications, and web-based collaboration.

What you will do

• Manage, coach, develop, and hire members of the Customer Support team.
• Own technical customer issues from first response through resolution, including root cause investigations, escalations, handoffs, and customer communication.
• Review logs, debuggers, and reproduction environments to triage issues across hardware, firmware, Linux-based applications, and cloud services.
• Improve support systems, reporting, and data management while identifying systemic issues before they reach customers.
• Provide structured field feedback to Product Management and Engineering on recurring issues, usability gaps, and reliability trends.
• Partner with Customer Success Managers on escalations, at-risk accounts, and account strategy handoffs.

Requirements

• 6+ years of experience in customer success engineering, technical support, solution engineering, or a comparable customer-facing technical function.
• At least 2 years of people management experience.
• Experience building support systems, processes, and data reporting aligned with business needs.
• Comfort parsing logs, using debuggers, and triaging issues across firmware, Linux-based applications, and cloud services.
• Strong communication skills, including explaining technical problems to customers under pressure and representing customer needs to Engineering.
• Ability to coordinate issues across commercial, product, and multiple engineering teams.

Nice to have

• Experience supporting products that span embedded systems and cloud software.
• Experience scaling a support function and coverage models.
• Familiarity with industrial equipment, metrology systems, or X-ray emitting equipment.
• Experience supporting regulated industries such as medical devices, aerospace and defense, or automotive.

Culture & Benefits

• Competitive cash and equity compensation.
• Health and wellness stipend.
• 401(k), parental leave, flexible PTO, and commuter benefits.
• Company-wide events and an inclusive workplace.