БразилияManager, Solutions Support Engineering - São Paulo
1 мес. назад
БразилияLeadRemoteC1
cloudsecurity operationsthreat intelligenceai platform
Manage solutions support engineering to protect customer cloud and AI infrastructure with an AI-powered security platform.
Обязанности
- As a Solutions Support Engineer Manager, you will be a part of a global team responsible for providing an outstanding technical support experience. In this role, you will manage a technical team of highly skilled engineers and help enable them solve technical problems for customers with a mix of debugging, networking, system administration, and updating documentation. You are expected to be an AI-first leader, not only familiar with AI but actively using and building with it to scale our support offering. You will lead by example, using tools like Claude Code to build out advanced support models and internal tools.
- Manage, develop, coach and mentor a team of Technical Support Engineers, who are responsible for technical customer support experience within the product.
- Act as the owner for your team’s accountability and performance - partnering closely with upper management to facilitate performance reviews, performance plans, and any employee relations issues for your direct reports.
- Ensure successful training and onboarding of new hires.
- Guide the team through technical-training and additional learning and development needs.
- Drive projects or initiatives to improve team productivity, process or procedure.
- Collaborate with internal teams and customers on high-priority escalations and act as a resource to resolve escalations from team members as necessary.
- Identify cases that require escalation (either technically or strategically).
- Create, maintain, and coordinate incident management requests to product or engineering.
- Design and implement solutions that scale the support offering through automations.
- Coordinate with Customer Success Managers to address any technical issues impacting a customer's success.
- Create technical articles or knowledge base (e.g., edit or create news/ knowledge-based articles) that is internal or customer-facing for a better customer support experience.
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
- Please submit your resume in English - we can only consider applications submitted in this language.
- Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship .
- By submitting your application, you acknowledge that will process your personal data in accordance with 's Privacy Policy.
Требования
- 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.
Будет плюсом
- 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.
Другое
- Come join the organization that is redefining security for the AI era. As one of the fastest-growing startups ever, we enable teams to secure cloud and AI applications by connecting code, cloud, and runtime into a single shared context. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Not to mention, we're now powered by Google , meaning we offer our customers an AI-powered platform that harnesses Google’s Threat Intelligence and Security Operations to better detect, prevent, and respond to threats across all environments, allowing for further innovation.
- Our Wizards from all over the globe work together to protect the infrastructure of our customers, including over 65% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re honored to be a leading player in a massive and growing market, and we continue to look for exceptional Wizards who are eager to make a significant impact on our team. At , you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our momentous growth. Come join our team and help us create secure cloud environments that allow even the best companies to move faster, all while having some fun!