Technical Support Manager – Founding Support Lead

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

📋 Description

• Serve as the main technical escalation contact for client issues concerning APIs, platform functionality, reliability, and performance.

• Analyze logs, metrics, traces, and customer feedback to determine root causes and facilitate solutions.

• Collaborate closely with Engineering, Product, Customer Success, and Partnerships to address issues and enhance customer satisfaction.

• Clearly communicate with customers during incidents, escalations, and technical investigations.

• Develop and refine support documentation, troubleshooting guides, playbooks, and knowledge base resources.

• Recognize recurring issues and lead enhancements to tooling, processes, automation, and customer self-service options.

• Assist in establishing support procedures, escalation workflows, KPIs, and operational benchmarks.

• Contribute to the recruitment, onboarding, mentoring, and future development of the support team.

⛳️ Requirements

• Experience in Technical Support, Support Engineering, Solutions Engineering, SRE, or comparable technical customer-facing roles.

• Proficient troubleshooting and debugging abilities, covering APIs, JSON responses, HTTP errors, logs, and distributed systems.

• Capability to independently investigate intricate technical problems and work closely with engineering teams.

• Comfortable interpreting application code, grasping backend logic, and engaging with server-side technologies such as Java, PHP, Golang, Python, Node.js, or similar.

• Excellent written and verbal communication skills with the ability to manage multiple customer issues simultaneously.

• High sense of ownership and a proven history of enhancing processes, documentation, or operational workflows.

• A desire to contribute to the establishment and eventual leadership of a growing support organization.

• Strong differentiators include:

• Experience supporting AI/ML platforms, developer tools, APIs, infrastructure, or SaaS products.

• Experience in building or scaling support functions, processes, or teams.

• Experience in mentoring or managing technical support engineers.

• Practical coding experience, ideally with full-stack development, enabling independent issue investigation, bug reproduction, and improved collaboration with engineering teams.

• Comfortable discussing technical trade-offs related to performance, reliability, and scalability.

• Experience working in distributed teams across various time zones.

🏝️ Benefits

• We operate as a remote-first collective, convening in person twice a year to strategize, brainstorm, celebrate successes, and enjoy face-to-face interactions. While we have core hours for collaborative work and calls, the remainder of your schedule is yours to manage. Work the hours that optimize your performance while fostering a healthy lifestyle.

• Our release cycles are rapid and intense, but they are followed by genuine downtime. After significant pushes, we encourage the team to disconnect, recharge, and return ready and stronger for the next challenge.

• **Generous paid time off** – vacation, sick days, public holidays.

• **Meaningful stock options** – participate in the upside you create.

• **Remote-first setup** – work from home from anywhere we can employ you.

• **Flexible hours** – take control of your schedule outside core collaboration times.

• **Family leave** – paid maternity, paternity, and caregiver leave.

• **Company retreats** – biannual gatherings in inspiring locations.