Head of Technical Support

Requisitos

• Bachelor's degree in Technology, Engineering, Business, or a related field
• Proven experience (5+ years) building or significantly scaling a technical support function for a B2B SaaS product
• Enough technical literacy to understand, join and lead escalations in topics such as automation and script execution (Python, PowerShell)..
• Proven experience designing and implementing multi-region or global support coverage models
• Hands-on experience implementing an AI assistant or deflection layer and owning a knowledge base

Desejáveis

• Prior experience in an early-stage, high-growth, and fast-paced startup environment
• Exposure to automation, RPA, or security/compliance-adjacent products
• Experience at a company that built global support out of Brazil (VTEX, Pipefy, Hotmart, Wellhub or similar)
• Spanish - Advanced