Technical Support Manager

. Lead and motivate the technical support team to achieve company objectives .

Posted 9/30/2026full-timeNova Lima • BrazilMid-LevelSeniorWebsite

Tools & technologies

SwitchingTCP/IP

Key responsibilities & impact

Lead and motivate the technical support team to achieve company objectives
Ensure customer satisfaction through efficient, high-quality technical support services
Manage daily technical support operations, including issue escalation and performance monitoring
Collaborate with other teams to ensure the prompt and effective resolution of technical issues
Develop and implement strategies to continuously improve technical support processes
Lead Venn Brasil’s NOC and technical support teams at this technology and telecommunications company
Manage support operations for connectivity solutions such as Starlink/LEO, SD-WAN, 4G/5G, private networks, and multilink solutions
Ensure service delivery and issue resolution for enterprise and B2B customers

What you’ll need

At least 5 years of prior experience managing NOC and technical support operations at telecommunications carriers (Vivo, TIM, Claro), internet service providers, or managed service providers (MSPs), supporting large enterprise customers in a 24/7 environment, is essential
Proven experience leading technical support teams, preferably in the telecommunications sector
Excellent communication skills and the ability to handle high-pressure situations
Strong technical knowledge of telecommunications and the ability to resolve complex issues
Ability to analyze data and metrics to improve technical support performance
Academic background in information technology, telecommunications, or a related field
Proficiency in critical incident management, troubleshooting, escalations, and root cause analysis (RCA)
Ability to design and implement operational processes, as well as monitoring and ticket management tools
Strong knowledge of IP networks, TCP/IP, routing, switching, WAN, and SD-WAN
Experience managing 24/7 NOC and Technical Support operations, including N1, N2, and N3 functions
Extensive experience with NOC and Technical Support for B2B customers and large enterprises

Comp & perks