Technical Support Manager role based in São Paulo, Brazil, leading a team of Technical Support Specialists in the Americas. Responsibilities include team leadership, coaching, managing escalations, driving operational excellence, and adopting AI and automation technologies to improve support workflows. Requires 3-5+ years managing technical teams, strong technical troubleshooting skills, experience with HTML, JavaScript, SQL, APIs, and web technologies. Must have a data-driven mindset, excellent communication skills, and fluency in English and Portuguese. The role is hybrid with 50% remote work and requires working from the São Paulo office. Some international travel may be required.
What you'll do
Lead, coach and develop a team of Technical Support Specialists fostering customer ownership, technical excellence, collaboration and continuous improvement
Ensure TSS can independently support customers and troubleshoot technical issues across all customer tiers including Tier A/B
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Coach TSS on technical troubleshooting, customer communication, ownership and handling complex cases
Build a confident and self-sufficient team that knows when and how to escalate appropriately
Provide leadership and direction during complex customer escalations ensuring clear ownership, communication and cross-functional coordination
Manage performance, career development, promotions, compensation and performance improvement with HR partnership
Identify and retain key talent and address performance or engagement challenges proactively
Recruit and onboard new talent to build a strong, scalable team for future growth
Create an environment for continuous development of technical expertise, customer-facing skills and careers within Support
Own overall performance and quality of the Americas Support team ensuring consistent high-quality support experience
Ensure full ownership of customer issues from investigation through resolution with appropriate escalation
Lead team through high-impact customer escalations and critical situations working closely with Sales, Services, Product and R&D
Ensure escalation processes are followed and customers receive clear, timely and professional communication
Review major incidents and post-mortems and implement improvements in processes, knowledge and team capability
Identify gaps in technical knowledge, processes or customer handling and implement coaching, training or process improvements
Monitor team performance and operational KPIs using data to improve efficiency, quality and customer satisfaction
Ensure appropriate staffing, workload distribution and coverage for global customer base
Work with other Support leaders to maintain consistent global standards and ways of working
Drive adoption of AI, automation and new technologies within the Support team
Identify opportunities to automate repetitive, high-volume request cases and improve efficiency and scalability
Encourage use of AI-driven first responses while maintaining quality, customer experience and human escalation
Enable AI-assisted troubleshooting and resolution to accelerate issue investigation and resolution
Coach team to use AI as a force multiplier for technical expertise while maintaining human ownership
Continuously evaluate AI and automation to improve Support workflows including case handling, troubleshooting, knowledge management, customer communication and collaboration
Challenge existing processes and use data, customer feedback and team insights to identify and implement improvements
Help team adapt to AI-enabled ways of working through coaching, context and support during organizational and technological change
Partner with global Support leadership and relevant teams to share successful AI and automation use cases and scale effective practices
Build strong relationships with Sales, Services, Product and R&D teams for effective collaboration on customer issues
Partner with local teams to provide insights into key accounts, recurring issues and customer needs
Coordinate communication and response to customer feedback ensuring it reaches the right internal teams and customers receive appropriate follow-up
Work closely with Support Managers and leaders in other locations to ensure consistent global processes, standards and customer experiences
Contribute to improvements in Support processes, tools, knowledge management and ways of working
Requirements
3–5+ years of experience managing a technical team, ideally in a B2B technology environment
Strong technical foundation and hands-on experience troubleshooting complex technical issues
Experience with HTML, JavaScript, SQL, APIs, web technologies or similar
Data-driven mindset and ability to turn operational data and customer feedback into action
Experience managing complex customer escalations and remaining calm and decisive under pressure
Excellent written and verbal communication skills for technical and non-technical audiences
Strong customer relationship skills and a genuine desire to WOW customers
Proven ability to coach people and build high-performing teams
Ability to balance day-to-day operational priorities with longer-term team and organizational improvements
Continuous improvement mindset with interest in AI, automation and emerging technologies
Ability to lead teams through change and adoption of new technologies and ways of working
Hands-on, pragmatic approach and willingness to get involved when required
Experience working in an international and multicultural environment
Fluency in English and Portuguese (required for São Paulo-based role); Spanish, French or German is a plus
Degree or equivalent education/experience in Computer Science, Engineering or another technical field
