Head of AI-Driven Solutions Support (Cloud Security)

Wizinc; United States; Hybrid; USD 32,000 - 64,000; Full time

Benefits offered by this job

On-site/hybrid role in São Paulo (10:-

Visa sponsorship not offered

Resume in English required

Job summary

Wizinc in São Paulo is looking for a Technical Support Engineering Manager to lead a skilled team delivering exceptional cloud security platform support. The role blends hands-on escalation with people leadership, with an AI-first approach to build scalable tooling.

You will manage onboarding, training, and performance, and drive automation initiatives using AI tooling to improve operations. Strong English and Portuguese required; Brazil work authorization expected.

Qualifications

• Native Brazilian Portuguese speaker with excellent spoken and written English.
• 1+ years managing external technical support teams in a SaaS environment while serving as the hands-on escalation anchor.
• 5+ years of hands-on experience deploying and maintaining AWS, Azure, or GCP infrastructure.
• Direct experience configuring and troubleshooting Kubernetes clusters and virtualized environments.

Responsibilities

• Manage, develop, coach, and mentor a team of Technical Support Engineers responsible for the technical customer support experience.
• Serve as the team's performance and accountability owner, partnering with upper management on reviews, performance plans, and employee relations matters.
• Drive onboarding and ongoing technical training, including identifying learning and development needs.
• Lead projects or initiatives that improve team productivity, processes, or procedures.
• Collaborate with internal teams and customers on high-priority escalations and resolve escalations raised by team members.
• Design and implement automation-driven solutions that scale the support offering, using AI tooling such as code-assistant platforms.
• Maintain incident management requests to product and engineering, build knowledge base articles, and advocate for timely resolution on behalf of customers.

Skills

Team leadership

Escalation handling

Automation tooling

Tools

AWS

Azure

GCP

Kubernetes

Job description

Wizinc in São Paulo is looking for a Technical Support Engineering Manager to lead a skilled team delivering exceptional cloud security platform support. The role blends hands-on escalation with people leadership, with an AI-first approach to build scalable tooling.

You will manage onboarding, training, and performance, and drive automation initiatives using AI tooling to improve operations. Strong English and Portuguese required; Brazil work authorization expected.