Senior Technical Support Manager

We’re looking for an experienced Technical Support leader to manage and develop our Brazil-based support team and strengthen our support operations as we scale. This is a customer support leadership role (not IT/Telecom/Network Operations management).

If you’ve led SaaS support teams, love building strong support systems, and can coach technical support engineers to deliver an excellent customer experience, we’d love to meet you.

WHAT YOU WILL DO

• Lead, coach, and develop a Brazil-based Technical Support team through regular 1:1s, feedback, performance management, and growth plans.
• Support hiring, onboarding, ramp plans, and ongoing enablement to maintain a high-performing team.

Support Operations & Performance

• Own and improve key support metrics such as SLA, CSAT, backlog health, time-to-first-response, and time-to-resolution.
• Build and maintain scalable support processes: triage practices, severi...