Technical Support Lead

Siena Ai; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading AI solutions company is seeking a Technical Support Lead in São Paulo, Brazil, to oversee a team dedicated to resolving technical issues and improving AI customer support products. The role emphasizes mentorship, collaboration with engineering teams, and analyzing customer feedback to enhance product offerings. Candidates should possess a background in technical support, management experience, and a solid understanding of AI technologies, particularly GPT solutions. This position allows for remote working flexibility.

Serviços

Flexibility to work from anywhere

Flexible working hours

Competitive salary and stock options

Unlimited PTO

Growth stipend

Qualificações

• 3+ years in a technical support role, with at least 2 years in a leadership position.
• Proven management and leadership skills.
• Excellent problem-solving skills and the ability to handle multiple tasks under tight deadlines.
• Superb communication skills, both written and verbal, with an emphasis on clarity and empathy.
• Experience working in a remote, globally distributed team.
• Strong understanding of AI technologies, preferably with experience in GPT-powered solutions.

Responsabilidades

• Lead and mentor a team of technical support specialists, fostering a collaborative and customer-first environment.
• Act as a point of escalation for complex technical issues, ensuring swift and effective resolutions.
• Collaborate closely with the engineering and product teams to communicate product nuances.
• Develop and maintain technical documentation and training materials.
• Analyze support trends and report on key metrics for continuous improvement.
• Communicate customer feedback to the product team for product evolution.
• Share knowledge of product features with stakeholders.

Conhecimentos

Problem-solving skills

Communication skills

Leadership skills

Technical knowledge of AI

Descrição da oferta de emprego

About us

At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents.

We are a remote‑first startup that's passionate about enabling machines to engage in delightful and empathic conversations.

Siena is the first of its kind, designed to work out‑of‑the‑box to interact with customers across all channels from a single platform.

If you're excited about AI and the intersection of human‑to‑machine communications, and want to be part of a team who is driving innovation and making a real impact, then come join us in pushing the boundaries of AI and CX.

Some of our values

• Customer First : It's not just about solving issues or closing deals.
• Straight Talk : Communication isn't just a checkbox for us—it's our operating system.
• Question & Disrupt : We do things that have never been done before—not for the sake of being different but for being radically better.
• Act with Agency : We don't wait for permission or perfect conditions.
• Raise the Bar : We're not just meeting standards, we're aiming for setting them.
• Fast & Fearless : We move quickly but thoughtfully, and view mistakes and failures as stepping stones, not setbacks.
• Driven by Curiosity, Fueled by Growth : We ask the questions no one else is asking, dive deep, and come out the other side better for it.
• Synergy Over Solo : We value collaboration over individual achievement.

When we work together, we're unstoppable.

We're not just co‑workers; we're co‑creators.

Job Overview

As Technical Support Lead you will be responsible for leading and scaling the team that enables exceptional customer support, troubleshooting technical issues, and offering insights for the continuous improvement of our AI products.

Key Responsibilities

• Lead and mentor a team of technical support specialists, fostering a collaborative and customer‑first environment.
• Act as a point of escalation for complex technical issues, ensuring swift and effective resolutions.
• Collaborate closely with the engineering and product teams to understand the nuances of our AI product, effectively communicating this knowledge to your team.
• Develop and maintain technical documentation, training materials, and support guidelines.
• Analyze support trends and report on key metrics, using insights to drive continuous improvement in support strategies.
• Ensure customer feedback is effectively communicated to the product team, aiding in the evolution of our product.
• Continuously share knowledge of our product features, capabilities, to internal and external stakeholders.

Required Qualifications

• 3+ years in a technical support role, with at least 2 years in a leadership position.
• Proven management and leadership skills.
• Excellent problem‑solving skills and the ability to handle multiple tasks under tight deadlines.
• Superb communication skills, both written and verbal, with an emphasis on clarity and empathy.
• Experience working in a remote, globally distributed team.
• Strong understanding of AI technologies, preferably with experience in GPT‑powered solutions.

Benefits

• The flexibility to work from anywhere.
• Flexible working hours.
• Competitive salary and stock options.
• Unlimited PTO.
• Growth stipend.
• We invest in you, so you can continue to invest in yourself.

Siena provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.