IT Support Manager

About Us

At Hiya, we’re revolutionizing voice communication to make it more secure and productive. Our mission is to protect against spam and fraud, connect businesses with customers, and secure global telecommunications.

Since 2015, when we introduced the first mobile caller ID and spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform powers over 500 million users worldwide. Leveraging adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice interactions across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, HP, KPMG, and more.

About the Position

Reporting to the VP of Engineering, the IT Support Manager will play a critical role in supporting our teams across three global offices. This team member will partner with leaders across the company to drive and optimize the development, implementation, and maintenance of Hiya’'s information systems to meet the Company's strategic business objectives. This includes IT strategy, global office network infrastructure, employee communication and productivity suites, disaster recovery, data security, employee helpdesk, and IT vendor management. 

What You’ll Do

• Infrastructure & Systems Support:
  Oversee and manage all aspects of IT infrastructure, including systems architecture, integration, security, and data protection for Hiya’s IT systems. You'll play a key role in ensuring that our systems can scale with the rapid growth of the business.

• Onboarding & Offboarding:
  Manage IT onboarding and offboarding processes for new hires in Budapest, London/EU, and Seattle/USA. This includes provisioning hardware, setting up accounts, and ensuring that all systems and tools are ready for employee success.

• Technical Support & Troubleshooting:
  Provide direct technical support to employees in Seattle, Budapest, and London/EU, addressing and troubleshooting hardware and software issues. This will involve working with a mix of MacOS and Linux systems and collaborating with other teams for cross-office support.

• System Maintenance & Security:
  Implement, monitor, and enforce security protocols. Work closely with other teams to manage system updates, software installations, and hardware replacements. Ensure all IT systems meet compliance requirements and best practices for security.

• Project Management & Collaboration:
  Help plan, organize, and implement IT upgrades and projects. Collaborate with hardware and software vendors, managing relationships to ensure optimal solutions and support.

• Cost & Efficiency Analysis:
  Analyze system performance, identify inefficiencies, and assess the cost-benefit of potential upgrades or new systems. Recommend solutions that align with business needs and scalability goals.

What You’ll Need to Succeed:

• Hands-on Technical Expertise:
  Extensive experience with Mac OS, Linux environments, Google Workspace, Zoom, OneLogin/Okta (SSO), and basic knowledge of operating systems and software troubleshooting. A solid understanding of network security practices and anti-malware programs is essential.

• Problem-Solving Mindset:
  A natural problem-solver with the ability to troubleshoot hardware and software issues independently and creatively. You can think critically and act quickly to resolve issues.

• Strong Communication Skills:
  Excellent written and verbal communication skills in English (Hungarian is a plus). You can effectively communicate with team members across different time zones and cultural backgrounds, providing clear instructions and guidance.

• Project Ownership & Autonomy:
  You have a track record of taking ownership of complex projects from start to finish. While you can work collaboratively, you’re also highly self-sufficient and comfortable working autonomously.

• Organizational Skills:
  Highly organized with the ability to prioritize multiple tasks in a fast-paced environment. You can balance competing priorities and manage resources effectively.

• Customer Service & Interpersonal Skills:
  Great customer service skills, with a focus on clear communication and timely resolution of IT-related issues. You understand how to engage with users across all levels of the organization and ensure their needs are met.

You will have a fast start if you have experience:

• Tech Stack & Tools:
  Jira, JAMF, GitHub, MS Office365, Ubiquiti/Cisco network devices, and command-line interface management.

• ITIL Processes:
  Familiarity with ITIL practices for incident management, ticketing, SLAs, and process improvements.

• Virtualization & Servers:
  Experience working with Linux servers, server virtualization, and related technologies.

• Global IT Support:
  Previous experience providing IT support to geographically distributed teams across multiple offices (e.g., US, EU, and international locations).

The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

The person in this role must embody Hiya’s key values of: Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success and Leading by showing up with a point of view, engaging in discussion, listening respectfully to others opinions and committing to decisions. 

More Details

The Annual base salary for this role is between $150,000-$175,000 USD. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.

• Start Date: Immediately

• Status: Full-time 

• Location: Seattle

• Department: Engineering, IT

• Reports to: Anthony Mendonca, Vp of Engineering 

• Direct Reports: None 

 Benefits

• Self managed vacation plan 

• 8 paid holidays when the office is closed

• 6 company wide recharge days 

• 401K program through Fidelity Investments

• Paid parental leave

• 100% covered medical, dental, and vision and 50% coverage for dependants

• Voluntary Life and AD&D, and Accident insurance options

• Employer-paid life insurance

• Employer-paid long-term disability coverage (In qualifying states)

• Donation Matching for a charity of your choice (up to $1,000/ year)

• WFH equipment stipend 

• $1,000/year in Professional Development funds

This position is based in Seattle, Washington

We are building a team with a variety of perspectives, identities, and professional experiences. We evaluate great candidates through a business lens and we strongly believe that diversity and unique perspectives make our company stronger, more dynamic, and a great place to build a career.

Our team has won various awards over the last 4 years from Built-in Seattle and Seattle Business Week to #86 on Deloitte Technology Fast 500 and Forbes #1 Startup Employer. Here at Hiya, we are a people-centric company focused on helping each and every one of our employees grow both personally and professionally. We feel that creating a team culture of support and empowerment to challenge the status quo results in an energized and passionate team that is continuously challenged and passionate about the work they are doing. You'll love working here if you are looking for an innovative challenge that is disrupting an industry. Come join us!