Manager, Solutions Support Engineering - São Paulo

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

Role overview

Manage a team of skilled technical support engineers delivering an outstanding customer experience for a cloud security platform. Based in São Paulo and operating on a 10:00-19:00 BRT schedule, the role combines hands-on escalation handling with people leadership, while actively modeling an AI-first approach by building tools and automations that scale support operations.

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.

Requirements

• 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.

Nice to have

• Track record of writing scripts or building tools using AI APIs to automate operational workflows.
• Practical experience managing hybrid-cloud identity, security protocols, and monitoring/logging pipelines.

Benefits and work setup

• On-site/hybrid position based in São Paulo, Brazil, with a 10:00-19:00 BRT schedule.
• Applicants must have the legal right to work in Brazil; visa sponsorship is not offered for this role.
• Resumes must be submitted in English.