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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building and scaling technical support functions for B2B SaaS products, with a focus on global support coverage, incident management, and performance monitoring. Proficient in automation, scripting, and support platform management, while effectively communicating customer needs to engineering and product teams.
Highest-signal resume keywords
Technical Support StrategyB2B SaaS ExperiencePython and PowerShellGlobal Support CoverageFluent in Portuguese and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Technical Support FunctionAutomation and Script ExecutionCloud Deployment EnvironmentsDockerLinuxWindowsSSO/OIDCDNSProxiesFirewalls
Soft Skills
Team LeadershipCustomer CommunicationRoot Cause AnalysisCollaboration with Engineering
Tools & Technologies
Zoho DeskZendeskFreshdeskIntercomMS Office/ExcelGoogle SuiteNotion
Industry Keywords
Technical SupportIncident ManagementKPI MonitoringCustomer AgreementsSLACSATDeflection RateBacklog HealthAI AssistantKnowledge Base
Tech Stack
Tools & technologiesCloudDNSDockerFirewallsLinuxPythonRPA
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Remote work
- Global team collaboration across time zones
- Ability to travel as needed to support events and meet the team