Manager, Solutions Support Engineering

• Manage, develop, coach and mentor a team of Technical Support Engineers
• Own team accountability and performance, partnering with upper management on performance reviews, performance plans, and employee relations issues
• Ensure successful training and onboarding of new hires
• Guide technical training and learning and development needs
• Drive projects and initiatives to improve team productivity, processes, and procedures
• Collaborate with internal teams and customers on high-priority technical escalations
• Identify cases requiring technical or strategic escalation
• Create, maintain, and coordinate incident management requests with product or engineering
• Design and implement scalable support solutions through automation
• Coordinate with Customer Success Managers on technical issues affecting customer success
• Create and maintain internal or customer-facing technical articles and knowledge-base content
• Advocate for customers and drive timely resolution of reported problems

• Native Brazilian speaker with excellent command of English, both spoken and written
• Must be comfortable working 10am to 7pm BRT
• 1+ years of experience managing external technical support teams in a SaaS environment while serving as the hands-on, ultimate escalation anchor
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure
• Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments
• Applicants must have the legal right to work in Brazil without visa sponsorship
• Resume must be submitted in English