Manager, Solutions Support Engineering

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

📋 Description

• Oversee, develop, coach, and mentor a team of Technical Support Engineers.

• Take responsibility for team accountability and performance, collaborating with senior management on performance evaluations, plans, and employee relations matters.

• Ensure effective training and onboarding processes for new hires.

• Provide direction on technical training and identify learning and development requirements.

• Lead projects and initiatives aimed at enhancing team productivity, processes, and procedures.

• Work together with internal teams and customers to address high-priority technical escalations.

• Recognize cases that require technical or strategic escalation.

• Develop, manage, and oversee incident management requests in coordination with product or engineering teams.

• Design and execute scalable support solutions leveraging automation.

• Collaborate with Customer Success Managers on technical issues that impact customer success.

• Create and update internal or customer-facing technical articles and knowledge base resources.

• Champion customer needs and ensure prompt resolution of reported issues.

⛳️ Requirements

• Must be a native Brazilian speaker with a strong command of English, both written and spoken.

• Availability to work from 10am to 7pm BRT.

• At least 1 year of experience managing external technical support teams in a SaaS setting, acting as the hands-on escalation point.

• Over 5 years of practical experience in deploying and maintaining AWS, Azure, or GCP infrastructure.

• Direct experience in configuring and troubleshooting Kubernetes clusters and virtualized environments.

• Candidates must possess the legal right to work in Brazil without visa sponsorship.

• Resume should be submitted in English.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional growth and development.

• Flexible work environment and schedules.