Senior Manager, Technical Support Engineering

TL;DR

Senior Manager, Technical Support Engineering: Leading and scaling Technical Support Engineering across consumer and B2B experiences with an accent on support scalability, operational excellence, platform reliability, and customer experience. Focus on building an AI-enabled support organization using intelligent automation, generative AI, and data-driven insights to improve resolution speed and outcomes during major incidents.

Location: Buenos Aires, Argentina

Company

hirify.global is a mission-driven community platform that helps people and nonprofits raise support for causes.

What you will do

• Lead, mentor, and grow a Technical Support Engineering organization supporting both consumer and B2B customer experiences.
• Define and execute the support engineering strategy for scalability, operational efficiency, and customer impact.
• Improve tooling, workflows, automation, escalation management, and support processes to increase support scalability.
• Partner cross-functionally with Product, Engineering, Payments, Risk, Care, and account management to improve supportability and customer outcomes.
• Own operational metrics and KPIs for support quality, responsiveness, incident management, and customer experience.
• Serve as a senior escalation leader during major incidents (P0/P1) and drive triage, root-cause analysis, and incident review processes.

Requirements

• 5+ years of experience leading technical support, support engineering, or technical operations teams in high-scale environments.
• 2+ years of experience managing managers and/or leading larger support engineering organizations.
• Experience supporting both consumer-scale products and B2B environments.
• Strong understanding of incident management, escalation handling, and operational support best practices.
• Proven experience driving support scalability through process optimization, tooling improvements, automation, and cross-functional partnerships.
• Exceptional written and verbal communication skills to influence technical and non-technical stakeholders.

Nice to have

• Experience supporting payments, trust & safety, fraud, or financial operations workflows.
• Familiarity with CRM platforms, support tooling, observability/monitoring systems, and incident management frameworks.
• Experience leading globally distributed support engineering teams.
• Bonus points for nonprofit experience.

Culture & Benefits

• Mission-driven work focused on making a positive difference in people’s lives.
• Competitive pay and comprehensive healthcare benefits.
• Financial assistance for hybrid work, family planning support, generous parental leave, flexible time-off, and mental health & wellness resources.
• Learning, development, and recognition programs.
• Commitment to DEI with ongoing initiatives and employee resource groups.
• Volunteering program to support community engagement.

Hiring process

• Interviews focused on leadership, operational excellence, and cross-functional collaboration.
• Discussion of experience scaling support operations and improving incident and escalation outcomes.
• Evaluation of fit for building an AI-enabled support organization.