Head of Technical Support

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take charge of the technical support strategy and execution for all BotCity products worldwide.

• Develop a tiered support model (N1, N2, and N3), including severity plans, coverage hours, and escalation pathways across different regions.

• Implement global support coverage while monitoring key performance indicators (KPIs) in alignment with customer agreements and service level agreements (SLAs).

• Create and sustain the support playbook and KPI dashboard, which includes metrics such as SLA, customer satisfaction (CSAT), deflection rate, and backlog health.

• Regularly report on support performance to executive leadership.

• Oversee tooling decisions, which encompass ticketing platform setup, AI assistance, self-service systems, and knowledge bases.

• Monitor primary ticket causes and lead root cause analyses for recurring issues.

• Advocate for customer needs to Product and Engineering teams based on support trends and escalations.

• Define and manage critical incident responses, including customer communications, status updates, and post-incident reviews.

• Lead and train the existing team across all time zones on standardized processes.

• Report directly to the Chief Operating Officer (COO).

⛳️ Requirements

• A Bachelor’s degree in Technology, Engineering, Business, or a related discipline.

• A minimum of 5 years of experience in building or significantly enhancing a technical support function for a B2B SaaS product.

• Proficiency in automation and script execution, including knowledge of Python and PowerShell.

• Familiarity with cloud and self-hosted deployment environments, including Docker, Linux, and Windows.

• Understanding of identity and network access, including SSO/OIDC, DNS, proxies, and firewalls.

• Experience in designing and implementing support coverage models for multiple regions or globally.

• Practical experience in implementing an AI assistant or deflection layer and managing a knowledge base.

• Ability to collaborate with Engineering and Product teams on escalations without needing extensive technical depth.

• Familiarity with support platforms such as Zoho Desk, Zendesk, Freshdesk, Intercom, or comparable systems.

• Proficient in MS Office/Excel, Google Suite, and Notion.

• Fluency in Portuguese.

• Fluency in English.

• Advanced proficiency in Spanish is preferred.

• Experience in early-stage, high-growth startups is preferred.

• Exposure to automation, RPA, or products related to security/compliance is preferred.

• Experience in building global support from Brazil is preferred.

🏝️ Benefits

• Remote work opportunities.

• Collaboration with a global team across various time zones.

• Opportunities to travel as necessary to support events and engage with the team.