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.