{"id":1409820,"url":"https://alion.io/job/equativ-technical-support-manager-americas","title":"Technical Support, Manager, Americas","company":{"id":52952,"name":"Equativ","domain":"equativ.com","url":"https://alion.io/company/equativ","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":54000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"SQL","optional":false},{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-09-28T14:00:56Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-17T11:05:34Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Your Mission\nBased in São Paulo, the Technical Support Manager is part of our Global Technical Support Organization, supporting customers across all geographies and leading our Technical Support Specialists (TSS) in the Americas (Brazil, US, Canada).\nYou will lead a team of technical support professionals who combine strong customer-facing skills with deep technical expertise. Your mission is to build a high-performing, autonomous and customer-focused team that delivers consistently high-quality technical support while continuously improving its technical, operational and customer management capabilities.\nYou will also play a key role in evolving how we deliver Technical Support through AI, automation and continuous improvement, identifying opportunities to automate repetitive work, improve customer response and enable TSS to troubleshoot and resolve issues more effectively.\nYou will work closely with our global Support leadership team, as well as Sales, Services, Product and R&D teams, to resolve customer issues effectively and ensure customer feedback drives improvements across the organization.\nYou'll join an international team of ~20 people based in 8 countries and report directly to our VP Technical Support.\nWhat you'll do\nLead and develop a high-performing team\nLead, coach and develop a team of Technical Support Specialists, creating a culture of customer ownership, technical excellence, collaboration and continuous improvement.\n\nEnsure TSS are capable of independently supporting customers and troubleshooting technical issues across all customer tiers, including Tier A/B customers.\n\nCoach TSS on technical troubleshooting, customer communication, ownership and handling of complex cases.\n\nBuild a team that is confident and self-sufficient in handling complex customer situations, while knowing when and how to escalate appropriately.\n\nProvide leadership and direction during complex customer escalations, ensuring clear ownership, communication and cross-functional coordination.\n\nManage performance, career development, promotions, compensation and performance improvement in partnership with HR.\n\nIdentify and retain key talent while proactively addressing performance or engagement challenges.\n\nRecruit and onboard new talent and build a strong, scalable team for future growth.\n\nCreate an environment where people continuously develop their technical expertise, customer-facing skills and careers within Support.\n\nThe Manager is not expected to be the primary troubleshooter or case owner, your role is to build a team that can.\n\nDrive customer and operational excellence\nOwn the overall performance and quality of the Americas Support team, ensuring customers receive a consistent, high-quality support experience.\n\nEnsure the team takes full ownership of customer issues from investigation through resolution, escalating appropriately when required.\n\nLead the team through high-impact customer escalations and critical situations, working closely with Sales, Services, Product and R&D.\n\nEnsure escalation processes are followed and that customers receive clear, timely and professional communication.\n\nReview major incidents and post-mortems and turn lessons learned into improvements in processes, knowledge and team capability.\n\nIdentify gaps in technical knowledge, processes or customer handling and put the appropriate coaching, training or process improvements in place.\n\nMonitor team performance and operational KPIs and use data to identify opportunities to improve efficiency, quality and customer satisfaction.\n\nEnsure appropriate staffing, workload distribution and coverage for our global customer base.\n\nWork with other Support leaders to maintain consistent global standards and ways of working.\n\nDrive AI, automation and continuous improvement\nActively drive the adoption of AI, automation and new technologies within the Support team.\n\nIdentify opportunities to automate repetitive, high-volume request cases and improve the efficiency and scalability of Support.\n\nEncourage the use of AI-driven first responses where appropriate, while maintaining quality, customer experience and effective human escalation.\n\nEnable AI-assisted troubleshooting and resolution, helping TSS use AI to investigate issues, find relevant knowledge and accelerate resolution.\n\nCoach the team to use AI as a force multiplier for their technical expertise, while maintaining human ownership and accountability.\n\nContinuously evaluate how AI and automation can improve Support workflows, including case handling, troubleshooting, knowledge management, customer communication and internal collaboration.\n\nContinuously challenge existing processes and use data, customer feedback and team insights to identify and implement improvements.\n\nHelp the team adapt to new AI-enabled ways of working by providing coaching, context and support through organizational and technological change.\n\nPartner with global Support leadership and relevant teams to share successful AI and automation use cases and help scale effective practices across the organization.\n\nPartner across the organization\nBuild strong relationships with Sales, Services, Product and R&D teams to ensure effective collaboration around customer issues and opportunities.\n\nPartner with local teams to provide insights into key accounts, recurring issues and customer needs.\n\nCoordinate the communication and response to customer feedback, ensuring it reaches the right internal teams and that customers receive appropriate follow-up.\n\nWork closely with Support Managers and leaders in other locations to ensure consistent global processes, standards and customer experiences.\n\nContribute to improvements in Support processes, tools, knowledge management and ways of working.\n\nAbout you\nWe're looking for a technical, customer-focused and people-oriented leader who is comfortable operating at the intersection of technology, customer experience and team management.\nYou have:\n3-5+ years of experience managing a technical team, ideally in a B2B technology environment.\n\nA strong technical foundation and hands-on experience troubleshooting complex technical issues.\n\nExperience with technologies such as HTML, JavaScript, SQL, APIs, web technologies or similar.\n\nA data-driven mindset and the ability to turn operational data and customer feedback into action.\n\nExperience managing complex customer escalations and remaining calm and decisive under pressure.\n\nExcellent written and verbal communication skills, with the ability to communicate with both technical and non-technical audiences.\n\nStrong customer relationship skills and a genuine desire to WOW customers.\n\nA proven ability to coach people and build high-performing teams.\n\nThe ability to balance day-to-day operational priorities with longer-term team and organizational improvements.\n\nA strong continuous improvement mindset, with an interest in AI, automation and emerging technologies.\n\nThe ability to lead teams through change and adoption of new technologies and ways of working.\n\nA hands-on, pragmatic approach and willingness to get involved when required.\n\nExperience working in an international and multicultural environment.\n\nFluency in English; Portuguese is required for this São Paulo-based role. Spanish, French or German would be a plus.\n\nA degree or equivalent education/experience in Computer Science, Engineering or another technical field.\n\nNice to Have:\nExperience in AdTech, digital or SaaS environments.\n\nExperience supporting enterprise or strategic customers.\n\nExperience working within global or distributed Support organizations.\n\nExperience with Support tooling, CRM, ticketing systems and support analytics.\n\nExperience with AI-powered Support, automation, chatbots or agent-assist technologies.\n\nExperience leading major incident management or customer escalation processes.\n\nWhat success looks like\nEvery TSS is equipped to confidently support Tier A/B customers.\n\nCustomers receive a consistently high-quality support experience across geographies.\n\nComplex escalations are handled with strong ownership and effective cross-functional coordination.\n\nThe team continuously develops its technical, customer and operational capabilities.\n\nAI and automation become a natural part of how the team works, improving productivity, response and resolution while maintaining customer experience and human ownership.\n\nThe team continuously identifies and implements opportunities to simplify, automate and improve Support.\n\nTSS performance, engagement and career development are actively managed.\n\nKey talent is retained and the team develops a strong pipeline for future growth.\n\nCustomer feedback and Support data drive improvements across Support, Product, R&D and Services.\n\nThe America Support team operates as an integral part of a single, globally aligned Technical Support organization.\n\nLocation & travel\nBased in São Paulo, Brazil.\n\nThe role is 50% remote and candidates must be able to work in the Sao Paulo Office.\n\nSome international travel may be required to support our global team and business needs.\n\nThe role works closely with colleagues, customers and stakeholders across multiple countries and time zones.","description_format":"text","description_chars":9199,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Portuguese","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"region"},{"name":"Argentina","iso":"AR","kind":"region"},{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Canada","iso":"CA","kind":"region"},{"name":"Colombia","iso":null,"kind":"region"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":null,"kind":"region"},{"name":"Antigua and Barbuda","iso":"AG","kind":"region"},{"name":"Aruba","iso":"AW","kind":"region"},{"name":"Bahamas","iso":"BS","kind":"region"},{"name":"Barbados","iso":"BB","kind":"region"},{"name":"Belize","iso":"BZ","kind":"region"},{"name":"Bermuda","iso":"BM","kind":"region"},{"name":"Bolivia","iso":"BO","kind":"region"},{"name":"British Virgin Islands","iso":"VG","kind":"region"},{"name":"Bonaire, Sint Eustatius and Saba","iso":"BQ","kind":"region"},{"name":"Cayman Islands","iso":"KY","kind":"region"},{"name":"Chile","iso":"CL","kind":"region"},{"name":"Costa Rica","iso":"CR","kind":"region"},{"name":"Curaçao","iso":"CW","kind":"region"},{"name":"Dominica","iso":"DM","kind":"region"},{"name":"Dominican Republic","iso":"DO","kind":"region"},{"name":"Ecuador","iso":"EC","kind":"region"},{"name":"El Salvador","iso":"SV","kind":"region"},{"name":"Falkland Islands","iso":"FK","kind":"region"},{"name":"French Guiana","iso":"GF","kind":"region"},{"name":"Greenland","iso":"GL","kind":"region"},{"name":"Grenada","iso":"GD","kind":"region"},{"name":"Guadeloupe","iso":"GP","kind":"region"},{"name":"Guatemala","iso":"GT","kind":"region"},{"name":"Guyana","iso":"GY","kind":"region"},{"name":"Haiti","iso":"HT","kind":"region"},{"name":"Honduras","iso":"HN","kind":"region"},{"name":"Jamaica","iso":"JM","kind":"region"},{"name":"Martinique","iso":"MQ","kind":"region"},{"name":"Montserrat","iso":"MS","kind":"region"},{"name":"Nicaragua","iso":"NI","kind":"region"},{"name":"Panama","iso":"PA","kind":"region"},{"name":"Paraguay","iso":"PY","kind":"region"},{"name":"Peru","iso":"PE","kind":"region"},{"name":"Puerto Rico","iso":"PR","kind":"region"},{"name":"Saint Kitts and Nevis","iso":"KN","kind":"region"},{"name":"Saint Lucia","iso":"LC","kind":"region"},{"name":"Saint Vincent and the Grenadines","iso":null,"kind":"region"},{"name":"Saint-Pierre and Miquelon","iso":"PM","kind":"region"},{"name":"Sint Maarten","iso":"SX","kind":"region"},{"name":"Suriname","iso":"SR","kind":"region"},{"name":"Trinidad and Tobago","iso":"TT","kind":"region"},{"name":"Turks and Caicos Islands","iso":"TC","kind":"region"},{"name":"Uruguay","iso":"UY","kind":"region"},{"name":"United States Virgin Islands","iso":"VI","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Advertising"],"lifecycle":[{"event":"open","at":"2026-09-28T18:58:04Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.818,"p_room":0.9,"age_days":18,"expected_fill_days":38,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/equativ-technical-support-manager-americas","json_url":"https://alion.io/job/equativ-technical-support-manager-americas.json","meta":{"generated_at":"2026-10-17T14:02:33Z","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":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18894,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"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":52952},"rest":"https://alion.io/mcp/rest/get_company?id=52952"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fequativ-technical-support-manager-americas"},{"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%2Fequativ-technical-support-manager-americas"},{"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%2Fequativ-technical-support-manager-americas"},{"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/equativ-technical-support-manager-americas\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fequativ-technical-support-manager-americas"}]}