Head of Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BotCity

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

BotCity is a software platform that enables enterprises to build, orchestrate, govern, and scale automation based on code (notably Python) and computer vision. It provides a cloud orchestrator, developer tooling, session and infrastructure management, security and compliance features, and integrations with major cloud and office platforms to centralize governance and reduce risks from unmanaged scripts (Shadow Python). BotCity targets enterprise IT and automation teams, offering SaaS delivery, orchestration, observability (KPIs/insights), and support for deploying automations across VMs, containers and serverless environments.

📋 Description

• Own technical support strategy and delivery for all BotCity products globally • Design the tiered N1, N2, and N3 support model, severity plan, coverage hours, and escalation paths across regions • Launch global support coverage and monitor KPIs against customer agreements and SLAs • Build and maintain the support playbook and KPI dashboard, including SLA, CSAT, deflection rate, and backlog health • Report support performance to leadership regularly • Own tooling decisions, including ticketing platform configuration, AI assistant, self-service systems, and knowledge base • Track top ticket drivers and lead root cause analysis of recurring issues • Represent customer needs to Product and Engineering through support trends and escalations • Define and lead critical incident management, including customer communication, status updates, and post-incident reviews • Lead and train the current team across all time zones on standard processes • Report to the COO

🎯 Requirements

• Bachelor's degree in Technology, Engineering, Business, or a related field • 5+ years building or significantly scaling a technical support function for a B2B SaaS product • Technical literacy in automation and script execution, including Python and PowerShell • Knowledge of cloud and self-hosted deployment environments, Docker, Linux, and Windows • Knowledge of identity and network access, including SSO/OIDC, DNS, proxies, and firewalls • 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 • Ability to partner with Engineering and Product on escalations without requiring deep hands-on technical depth • Experience with support platforms such as Zoho Desk, Zendesk, Freshdesk, Intercom, or similar • Experience with MS Office/Excel, Google Suite, and Notion • Portuguese — Fluent • English — Fluent • Spanish — Advanced preferred • Prior early-stage, high-growth startup experience preferred • Exposure to automation, RPA, or security/compliance-adjacent products preferred • Experience building global support out of Brazil preferred

🏖️ Benefits

• Remote work • Global team collaboration across time zones • Ability to travel as needed to support events and meet the team