Manager, Solutions Support Engineering - São Paulo

Role overview

Manage a team of skilled technical support engineers delivering an outstanding customer experience for a cloud security platform. Based in São Paulo and operating on a 10:00–19:00 BRT schedule, the role combines hands‑on escalation handling with people leadership, while actively modeling an AI‑first approach by building tools and automations that scale support operations.

Responsibilities

• Manage, develop, coach, and mentor a team of Technical Support Engineers responsible for the technical customer support experience.
• Serve as the team's performance and accountability owner, partnering with upper management on reviews, performance plans, and employee relations matters.
• Drive onboarding and ongoing technical training, including identifying learning and development needs.
• Lead projects or initiatives that improve team productivity, processes, or procedures.
• Collaborate with internal teams and customers on high-priority escalations and resolve escalations raised by team members.
• Design and implement automation-driven solutions that scale the support offering, using AI tooling such as code‑assistant platforms.
• Maintain incident management requests to product and engineering, build knowledge base articles, and advocate for timely resolution on behalf of customers.

Requirements

• Native Brazilian Portuguese speaker with excellent spoken and written English.
• 1+ years managing external technical support teams in a SaaS environment while serving as the hands‑on 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.

Nice to have

• Track record of writing scripts or building tools using AI APIs to automate operational workflows.
• Practical experience managing hybrid‑cloud identity, security protocols, and monitoring/logging pipelines.

Benefits and work setup

• On‑site/hybrid position based in São Paulo, Brazil, with a 10:00–19:00 BRT schedule.
• Applicants must have the legal right to work in Brazil; visa sponsorship is not offered for this role.
• Resumes must be submitted in English.