Technical Support, Manager, Americas
Sao Paulo · 3-5 years experience · Full-time · Hybrid · Posted Sep 28, 2026
At a glance
- Experience
- 3-5 years experience
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- Sao Paulo
About the role
- The Technical Support Manager, Americas, leads a team of Technical Support Specialists across Brazil, the US, and Canada. This role focuses on building a high-performing, customer-focused team while driving the adoption of AI and automation to improve support efficiency and service quality.
Responsibilities
- Lead, coach, and develop a team of Technical Support Specialists.
- Ensure the team independently troubleshoots and resolves technical issues for all customer tiers.
- Manage performance, career development, and recruitment for the Americas support team.
- Provide leadership during complex customer escalations and critical situations.
- Monitor operational KPIs to identify opportunities for efficiency and quality improvements.
- Drive the adoption of AI and automation to handle repetitive tasks and accelerate issue resolution.
- Collaborate with Sales, Services, Product, and R&D teams to resolve issues and share customer feedback.
- Review major incidents and post-mortems to implement process and knowledge improvements.
- Ensure consistent global support standards and ways of working across the organization.
- Partner with global leadership to scale effective AI and automation practices.
Requirements
- 3–5+ years of experience managing a technical team, ideally in a B2B technology environment.
- Strong technical foundation with hands-on experience troubleshooting complex issues.
- Experience with technologies such as HTML, JavaScript, SQL, and APIs.
- Experience managing complex customer escalations.
- Excellent written and verbal communication skills for technical and non-technical audiences.
- Proven ability to coach people and build high-performing teams.
- Strong continuous improvement mindset with an interest in AI and automation.
- Fluency in English and Portuguese.
- Degree or equivalent education/experience in Computer Science, Engineering, or a technical field.
- Ability to work in the São Paulo office (50% remote role).
Preferred qualifications
- Experience in AdTech, digital, or SaaS environments.
- Experience supporting enterprise or strategic customers.
- Experience working within global or distributed support organizations.
- Experience with support tooling, CRM, ticketing systems, and support analytics.
- Experience with AI-powered support, automation, chatbots, or agent-assist technologies.
- Experience leading major incident management or customer escalation processes.
- Fluency in Spanish, French, or German.
Workplace
- Based in São Paulo, Brazil.
- Role is 50% remote.
- Candidates must be able to work in the São Paulo office.
- Some international travel may be required.
- Works across multiple countries and time zones.
Skills
- HTML
- JavaScript
- SQL
- APIs
- AI
- Automation
- CRM
- Ticketing Systems
- Support Analytics
- Incident Management
