Support Engineering Manager

Optima Forma LDA; Loulé; Híbrido; EUR 42 000 - 50 000; Tempo integral

Resumo da oferta

Aiera is seeking a Support Engineering Manager in the Algarve to lead a hands-on team building internal tools and dashboards. You will work across engineering, support, and business units to deliver high-impact tooling that scales with data growth and AI integrations.

You will mentor engineers, own the tooling roadmap, and collaborate with US and Portugal teams to align on priorities and timelines. Hybrid work model with 2 days in the office is offered.

Qualificações

• 2+ years in people management with mentoring and performance reviews.
• 3+ years in a technical support, internal tools, or support engineering role.
• Strong SQL skills and ability to write complex queries.
• Experience consuming REST and GraphQL APIs for tooling integration.
• Professional proficiency in English (written and spoken).
• Comfortable collaborating across time zones, especially with US teams.
• Willing to work 2 days/week in the office in Algarve area.
• AI-forward mindset to leverage AI tools in workflows.

Responsabilidades

• Lead the team, plan the tooling roadmap, and prioritize delivery.
• Ensure quality and security of internal tooling and docs.
• Coordinate with engineering and customer success across time zones.
• Coach team members through code reviews and pairing.
• Build and maintain internal tools using Retool and SQL.
• Develop data pathways and support analytics for ops and leadership.
• Document tool architecture and business-facing usage.

Conhecimentos

2+ years people management

3+ years support engineering

SQL skills

REST & GraphQL APIs

English proficiency

Time zone collaboration

AI-forward mindset

Security awareness

Ferramentas

Retool

Zendesk

Jira

Git

AWS/GCP/Azure

Python

JavaScript/TypeScript/React

Descrição da oferta de emprego

Location:

Greater Faro / Loulé, Algarve – Hybrid (2 days/week in office)

Employment Type:

Full-time

Seniority Level:

Manager (hands-on)

Compensation:

€42.000–€50.000 gross annual (depending on experience)

Employment form:

Contract without end date

About Aiera

We’re helping Aiera.com, a fast-growing, well-funded American startup in the financial technology industry, to build their European engineering hub in the Algarve.

Aiera develops a next-generation financial research platform, including its own AI models tailored to financial markets, used by institutional investors and financial professionals globally.

Why This Opportunity Stands Out

As our Support Engineering Manager, you’ll sit at the intersection of technical support, customer success, and engineering. Lead and collaborate hands‑on with a dedicated and capable team of support engineers developing the tools that keep the organization fast, informed, and effective.

• High‑leverage role: Everything you and your team build will help teams move faster and with greater confidence. Reporting to the Director of Engineering, you’ll collaborate directly with engineering, support, and business teams to design and build mission‑critical tools.
• Modern toolset: Develop with Retool, SQL, and a variety of APIs and scripting languages to create proprietary control apps, dashboards, reports, and workflows on top of real production data. Integrate with and develop on the latest AI/LLM technologies, including OpenAI ChatGPT, Anthropic Claude, and more.
• Lifestyle + career: Combine a technical leadership role in a US‑backed fintech with the quality of life of the Algarve.

What You’ll Work On

As the Support Engineering Manager, you’ll split your time as needed between leading the team and building alongside it.

Leading the team

• Own your team’s deliverables: plan and prioritize the internal tooling roadmap and be accountable for what ships. Gather feedback across departments (support, operations, sales, leadership) so delivery can follow a client‑centric approach.
• Monitor and enforce the quality of internal tooling (reliability, performance, security, and documentation) that all teams rely on.
• Coordinate closely with engineering and customer success in Europe and the US, keeping work moving smoothly across time zones.
• Coach your teammates, growing their skills through code review, pairing, and regular feedback.
• Strengthen your team over time: drive staffing decisions that raise the bar for the entire support engineering team.

Building hands‑on

• Use Retool as the team’s main platform to build and maintain internal control apps. Construct lookup tools and clear “single screens” that answer 1st line support’s most frequent questions about customers, sessions, events, and system status.
• Investigate customer support issues to understand what tools could be developed to properly address them. Work closely with Portugal‑based 1st line support as they respond to customers.
• Help the business side (support, operations, sales, leadership) generate operational reports (tickets, response times, customer health signals) and business analytics around usage, customers, and platform behavior.
• Design and maintain the data pathways for these tools: write and optimize SQL queries that fetch, aggregate, and join data from multiple sources, and that stay reliable and performant even as data grows.
• Collaborate with backend and DevOps engineers to request or refine APIs and endpoints needed for your team’s tools, and to ensure secure and appropriate access to production data.
• Document how tools and systems work so support and business teams can use them confidently and independently.

As Aiera’s AI‑powered platform evolves, you’ll be leading the team to ensure support tooling and reporting stay in lockstep with new features and data sources.

Who We’re Looking For

Must-have qualifications

• 2+ years formal people‑management experience: you have directly managed a team of engineers or technical support staff. You are skilled at providing mentorship, conducting performance reviews, and driving team staffing decisions.
• 3+ years of experience in a technical support, internal tools development, or support engineering role.
• Strong SQL skills: comfortable writing joins, filters, aggregates, and debugging slow queries.
• Ability to integrate REST and GraphQL API calls from internal or external services into support tools, typically using JSON for data interchange.
• Understanding of complex user permissions and general data security practices to ensure all tools and products respect and protect sensitive information.
• Comfortable working directly with non‑technical stakeholders (support, operations, sales, leadership) to understand business needs and translate them into tools.
• An AI‑forward mindset: you reach for AI tools (coding assistants, LLMs, agentic automations) to build, debug, and document faster, spot opportunities to put AI to work in support workflows, and apply it responsibly by verifying output for correctness.
• Comfortable collaborating across time zones, especially with US‑based colleagues.
• Professional proficiency in English (written and spoken).
• Willingness and ability to work 2 days/week in the office in the Greater Faro / Loulé area.

Nice-to-have

• Expertise with Retool is a very strong plus. Experience with similar internal tooling / low-code platforms used to build admin dashboards, internal apps, etc. would also be valued.
• Working knowledge of Python or another language for automation and data wrangling.
• Experience with JavaScript/TypeScript and React, e.g. for custom components or internal web tools.
• Experience coordinating work through ticketing systems like Zendesk and Jira.
• Familiarity with version control systems like Git.
• Basic understanding of cloud‑hosted services such as those offered by AWS, GCP, or Azure.

Location & relocation

We’re especially interested in candidates who are:

• Already based in the Algarve and seeking an international product/engineering environment, or
• Already based in Portugal who are interested in relocating to the Algarve.

Candidates who require sponsorship for visa will not be considered for this position

How You Work (About You)

We look for people whose mindset matches Aiera’s culture:

• You enjoy helping others succeed, and you see internal tools as a force multiplier.
• You lead by doing: you’re as happy reviewing a teammate’s work as building your own, and you measure your success by the team’s output.
• You’re curious about the business context behind every request, not just the technical spec.
• You care about clarity and reliability: predictable tools, understandable error states, and good documentation.
• You’re comfortable wearing multiple hats—sometimes building tools, sometimes debugging data, sometimes refining requirements.
• You communicate with empathy and patience, especially with non‑technical colleagues.
• You value taking initiative and getting things done.

If you’re energized by the idea of leading the team behind internal tools that power a mission‑driven, AI‑focused startup, and you’d like to grow your career in the Algarve, we’d love to hear from you.