Manager, Solutions Support Engineering
W
WizCloud Security
Remote - Brazil; Must be located in São Paulo, Brazil., 10am to 7pm BRTFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Portuguese, English
- Experience
- 1+ years of experience managing external technical support teams; 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
- Required Skills
- AWSGCPKubernetesAzureSaaSTechnical support
Requirements
- Native Brazilian Portuguese speaker.
- Excellent command of English (spoken and written).
- Available to work 10am to 7pm BRT.
- 1+ years of experience managing external technical support teams in a SaaS environment.
- Experience serving as a hands-on technical escalation anchor.
- 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
- Direct experience configuring and troubleshooting Kubernetes clusters.
- Experience managing virtualized environments.
- Must be an AI-first leader, utilizing AI tools for support models and internal workflows.
Responsibilities
- Manage, develop, coach and mentor a team of Technical Support Engineers.
- Partner with management to facilitate performance reviews, plans, and employee relations.
- Oversee training and onboarding processes for new team members.
- Drive initiatives to improve team productivity and support processes.
- Collaborate with internal teams and customers to resolve high-priority technical escalations.
- Coordinate incident management requests between product and engineering teams.
- Design and implement automated solutions to scale support offerings.
- Create and maintain technical documentation and knowledge base articles.
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