Technical Support Manager

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

📋 Description

• Lead, construct, and nurture a customer-centric team consisting of technical support engineers with varying levels of expertise and responsibilities.

• Evaluate the technical skills of team members, assess training requirements in relation to necessary skills, and create ongoing training programs to foster skill enhancement.

• Make swift decisions, often with limited information, drawing from a strong grasp of security principles and best practices.

• Follow up with customers regarding CSAT survey findings to pinpoint areas for improvement in tech support and, if necessary, take corrective actions.

• Emphasize the significance of outstanding customer service, ensuring it remains a foundational element of a professional work culture.

• Formulate the organizational strategy and focus on recruiting, developing, and nurturing top technical talent equipped with both soft and technical skills to deliver exceptional customer service.

• Manage vital relationships with Sales, Engineering, and Product Management to ensure that services are aligned with and meet business requirements.

• Ensure service level agreements are fulfilled and assess performance against them.

• Establish best practices throughout the entire technical support process.

• Steer the implementation, ongoing enhancement, and documentation of new and existing policies, procedures, and processes for Support systems.

⛳️ Requirements

• Bachelor’s Degree or its equivalent.

• Familiarity with enterprise web technologies, security, and innovative infrastructures.

• Demonstrated experience in a managerial role.

• Leadership and management capabilities supporting globally distributed teams.

• Experience in project management, ideally on international initiatives.

• Strong technical background with the ability to instruct a non-technical audience.

• Customer-service focused with a problem-solving mindset.

• Exceptional written and verbal communication skills.

• Professional proficiency in the English language.

🏝️ Benefits

• Industry-leading compensation and equity options.

• Comprehensive programs for physical and mental well-being.

• Competitive vacation and holiday allowances for rest and rejuvenation.

• Paid parental and adoption leave policies.

• Opportunities for professional growth and development for all employees, irrespective of their level or role.

• Employee Networks, local neighborhood groups, and volunteer opportunities to foster connections.

• Lively office culture featuring world-class amenities.

• Great Place to Work Certified™ globally.