Manager, Solutions Support Engineering

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Solutions Support Engineering based in Brazil.

This is a leadership opportunity within a global technical support organization focused on delivering exceptional experiences for customers using cloud and AI security solutions.

You will lead a team of highly skilled Technical Support Engineers while remaining technically engaged as an escalation and problem-solving resource.

The role combines people management, technical leadership, customer advocacy, and operational improvement in a fast-paced SaaS environment.

You will help engineers resolve complex issues involving cloud infrastructure, networking, systems, Kubernetes, and security.

A key focus will be using AI and automation to scale support operations, improve productivity, and create more efficient technical workflows.

You will collaborate closely with customers, Customer Success, Product, Engineering, and senior leadership to resolve high-priority issues and improve the overall support experience.

The position is remote within Brazil, with working hours aligned to 10:00 AM-7:00 PM BRT.

Accountabilities

• Manage, coach, mentor, and develop a team of Technical Support Engineers responsible for delivering high-quality technical customer support.
• Own team performance, accountability, development, and operational outcomes in partnership with senior management.
• Conduct and support performance reviews, performance improvement plans, employee development, and other people-management processes for direct reports.
• Lead onboarding and training initiatives to ensure new team members develop the technical and customer-facing capabilities required for success.
• Identify additional technical training and professional development needs and create opportunities for continuous learning.
• Serve as a hands-on escalation anchor for complex technical and strategic customer issues, providing guidance and expertise to support engineers.
• Collaborate with customers and internal teams to resolve high-priority escalations and determine when issues require additional technical or strategic escalation.
• Coordinate incident management requests with Product and Engineering teams and ensure appropriate follow-through.
• Partner with Customer Success teams to address technical issues that could affect customer adoption, satisfaction, or business outcomes.
• Drive projects and initiatives designed to improve team productivity, support processes, procedures, and overall operational efficiency.
• Design and implement scalable support solutions using automation and AI-powered tools.
• Lead by example as an AI-first technical leader, actively exploring and building tools that improve support capabilities and workflows.
• Create, maintain, and improve technical documentation, knowledge-base articles, and customer-facing resources.
• Advocate for customers by understanding their technical environments, networks, business impact, and urgency while driving issues toward timely resolution.
• Identify recurring technical challenges and contribute insights that can improve products, processes, documentation, and customer experiences.

Requirements

• Native-level Brazilian Portuguese and excellent spoken and written English communication skills.
• Minimum of 1 year of experience managing external technical support teams in a SaaS environment while serving as a hands-on escalation point.
• At least 5 years of hands-on experience deploying and maintaining infrastructure on AWS, Azure, or GCP.
• Direct experience configuring, troubleshooting, and supporting Kubernetes clusters.
• Experience working with virtualized environments and complex cloud infrastructure.
• Strong technical troubleshooting skills across areas such as debugging, networking, systems administration, and cloud infrastructure.
• Demonstrated ability to lead, coach, mentor, and develop highly technical engineering teams.
• Strong customer-facing communication skills and the ability to translate complex technical issues into clear explanations and action plans.
• Ability to manage competing priorities, make sound escalation decisions, and operate effectively in a fast-paced global environment.
• Practical experience with hybrid-cloud identity, security protocols, and monitoring or logging pipelines is an advantage.
• Experience writing scripts or building tools using AI APIs to automate operational workflows is highly desirable.
• Familiarity with AI-assisted development tools, including tools such as Claude Code, and an ability to apply AI practically to technical support operations.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Ability to work collaboratively across Support, Engineering, Product, Customer Success, and leadership teams.
• Must be located in São Paulo, Brazil.
• Must be comfortable working from 10:00 AM to 7:00 PM BRT.
• Must have legal authorization to work in Brazil without requiring visa sponsorship.
• Resume must be submitted in English.

Benefits

• Remote work opportunity within Brazil.
• Full-time position within a global technical organization.
• Opportunity to lead and develop a highly skilled technical support team.
• Exposure to advanced cloud infrastructure, cybersecurity, AI, automation, and SaaS technologies.
• Opportunity to work with AWS, Azure, and GCP environments.
• Hands-on involvement with Kubernetes, cloud security, networking, systems administration, and technical incident management.
• Opportunity to develop and implement AI-powered automation and scalable support solutions.
• Cross-functional collaboration with Product, Engineering, Customer Success, and other global teams.
• Professional growth through technical leadership, mentoring, and exposure to complex customer environments.
• Opportunity to contribute to processes, tools, documentation, and initiatives that directly improve customer experience and operational efficiency.