Head of Technical Support

• Own technical support strategy and delivery for all BotCity products globally
• Design the tiered N1, N2, and N3 support model, severity plan, coverage hours, and escalation paths across regions
• Launch global support coverage and monitor KPIs against customer agreements and SLAs
• Build and maintain the support playbook and KPI dashboard, including SLA, CSAT, deflection rate, and backlog health
• Report support performance to leadership regularly
• Own tooling decisions, including ticketing platform configuration, AI assistant, self-service systems, and knowledge base
• Track top ticket drivers and lead root cause analysis of recurring issues
• Represent customer needs to Product and Engineering through support trends and escalations
• Define and lead critical incident management, including customer communication, status updates, and post-incident reviews
• Lead and train the current team across all time zones on standard processes
• Report to the COO

• Bachelor's degree in Technology, Engineering, Business, or a related field
• 5+ years building or significantly scaling a technical support function for a B2B SaaS product
• Technical literacy in automation and script execution, including Python and PowerShell
• Knowledge of cloud and self-hosted deployment environments, Docker, Linux, and Windows
• Knowledge of identity and network access, including SSO/OIDC, DNS, proxies, and firewalls
• Experience designing and implementing multi-region or global support coverage models
• Hands-on experience implementing an AI assistant or deflection layer and owning a knowledge base
• Ability to partner with Engineering and Product on escalations without requiring deep hands-on technical depth
• Experience with support platforms such as Zoho Desk, Zendesk, Freshdesk, Intercom, or similar
• Experience with MS Office/Excel, Google Suite, and Notion
• Portuguese — Fluent
• English — Fluent
• Spanish — Advanced preferred
• Prior early-stage, high-growth startup experience preferred
• Exposure to automation, RPA, or security/compliance-adjacent products preferred
• Experience building global support out of Brazil preferred

• Remote work
• Global team collaboration across time zones
• Ability to travel as needed to support events and meet the team