{"id":2372328,"url":"https://alion.io/job/botcity-head-of-technical-support","title":"Head of Technical Support","company":{"id":178121,"name":"BotCity","domain":"botcity.dev","url":"https://alion.io/company/botcity","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Quickin","truth_index":null},"role":"Support","role_family":"Support","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"New Relic","optional":false},{"name":"Python","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T13:25:37Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-19T22:03:38Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Company Overview\nBotCity brings governance to the code AI writes. AI turned asking into code, and every business user is now a developer. The Python they generate runs on corporate workstations outside any pipeline, inventory, or approval flow, and nothing in the enterprise stack was built to see it. BotCity Sentinel governs that code where it runs: a script-level inventory of what executes, where, and by whom, contextual policies that allow, alert, or block, and a remediation loop where the author makes the first fix. Security asks whether code is malicious. Governance asks whether it should run, here, by this person. We built Sentinel to own the second question. Today it's Python. Tomorrow it's every line of code AI writes.\nBotCity serves 1,000+ teams in 70+ countries, including customers as Bayer and LG. We raised a $12M Series A led by Four Rivers, with participation from Y Combinator, SoftBank, and founders and investors including Lew Cirne (New Relic), Rod Johnson (SpringSource), and Walter Kortschak (Summit Partners and Firestreak Ventures). G2 named BotCity one of the world's top 25 emerging platforms.\nWe are a remote company with teams across the US and LATAM. Small team, large customers, a category forming around us. If you want real ownership over a problem that matters, we should talk.\nRole Overview\nThe Head of Technical Support will own global technical support strategy and delivery for all BotCity products, building the model, tooling, and coverage needed to scale from Brazil to all time zones without proportional headcount growth. This person will partner with the current team to document and launch the support model, put self-service and AI-assisted support in place, and set the playbook and KPIs the team runs on. This role is built for someone with a strong B2B technical product support background, an AI-first approach to scale, and the leadership to build from zero to one without needing to be the most technical person in the room. This role reports to the COO.\nResponsibilities\nOwn technical support strategy and delivery for all BotCity products globally.\nDesign the tiered support model (N1, N2, N3), severity plan, coverage hours, and escalation paths across regions.\nLaunch the support model with global coverage and monitor KPIs against customer agreements and SLAs.\nBuild and maintain the support playbook and KPI dashboard (SLA, CSAT, deflection rate, backlog health), and report to leadership on a regular cadence.\nOwn tooling decisions, including ticketing platform configuration, AI assistant, self-service systems, and the knowledge base.\nTrack top ticket drivers and lead root cause analysis of recurring issues, and represent the voice of the customer to Product and Engineering based on support trends and escalations.\nDefine and lead the critical incident management process, including customer communication, status updates, and post-incident review.\nLead and train the current team across all time zones on standard processes.","description_format":"text","description_chars":2996,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-10-12T17:53:26Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":30,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/botcity-head-of-technical-support","json_url":"https://alion.io/job/botcity-head-of-technical-support.json","meta":{"generated_at":"2026-10-19T22:09:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":178121},"rest":"https://alion.io/mcp/rest/get_company?id=178121"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbotcity-head-of-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbotcity-head-of-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbotcity-head-of-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/botcity-head-of-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbotcity-head-of-technical-support"}]}