Manager, Solutions Support Engineering

Responsibilities

• Manage, develop, coach, and mentor a team of Technical Support Engineers.
• Own team accountability and performance, including performance reviews, performance plans, and employee-relations matters.
• Train and onboard new hires; guide technical training and development.
• Drive projects and initiatives that improve team productivity, processes, and procedures.
• Collaborate with internal teams and customers on high-priority technical escalations.
• Identify cases requiring technical or strategic escalation and coordinate incident-management requests with product or engineering teams.
• Design and implement automation solutions that scale the support offering.
• Partner with Customer Success Managers on technical issues affecting customer success.
• Create and maintain internal and customer-facing technical documentation and knowledge-base articles.
• Advocate for customers and drive timely resolution by understanding their environments, networks, and business impact.

Requirements

• Native Brazilian Portuguese speaker with excellent spoken and written English.
• Ability to work 10:00 a.m. to 7:00 p.m. BRT.
• At least 1 year of experience managing external technical support teams in a SaaS environment while serving as a hands-on escalation point.
• At least 5 years of hands-on experience deploying and maintaining AWS, Azure, or Google Cloud infrastructure.
• Experience configuring and troubleshooting Kubernetes clusters and virtualized environments.

Nice to have

• Experience writing scripts or building tools with AI APIs to automate operational workflows.
• Experience managing hybrid-cloud identity, security protocols, and monitoring and logging pipelines.

Compensation

• No compensation information provided.