BotCity este o platformă software ca serviciu pentru echipele de automatizare ale companiilor, care creează și operează automatizări bazate pe cod, în special cu Python și viziune computerizată. Instrumentele sale acoperă fluxurile de lucru ale dezvoltatorilor, orchestrarea în cloud, gestionarea sesiunilor și a infrastructurii, observabilitatea, securitatea, conformitatea și integrările cu platforme cloud și de birou. BotCity ajută organizațiile să centralizeze guvernanța și să implementeze automatizări pe mașini virtuale, containere și medii serverless, reducând în același timp riscurile asociate scripturilor negestionate.
Head of Technical Support at BotCity — Brazil Remote
Lead and expand global technical support for BotCity’s AI code governance platform. Develop support coverage, tools, self-service, and AI-assisted operations.
Descriere
- Set the global technical support strategy and oversee delivery across BotCity products.
- Create tiered N1, N2, and N3 support, with severity levels, regional coverage hours, and escalation routes.
- Establish global coverage and track performance against customer agreements and SLAs.
- Maintain the support playbook and KPI dashboard, covering SLAs, CSAT, ticket deflection, and backlog health.
- Regularly share support performance updates with leadership.
- Select and manage support tools, including ticketing configuration, AI assistance, self-service, and knowledge resources.
- Identify leading ticket causes and investigate recurring issues to find their root causes.
- Bring customer needs to Product and Engineering through support trends and escalations.
- Lead critical incident response, customer communications, status updates, and post-incident reviews.
- Manage and train the existing team across time zones in standard support processes.
- Report to the COO.
Cerințe
- Bachelor’s degree in technology, engineering, business, or a related discipline.
- At least five years building or substantially scaling technical support for a B2B SaaS product.
- Technical familiarity with automation and script execution, including Python and PowerShell.
- Knowledge of cloud and self-hosted deployments, Docker, Linux, and Windows.
- Knowledge of identity and network access, including SSO/OIDC, DNS, proxies, and firewalls.
- Experience designing and implementing support coverage across multiple regions or globally.
- Practical experience implementing an AI assistant or ticket-deflection layer and managing a knowledge base.
- Able to work with Engineering and Product on escalations without needing deep hands-on technical expertise.
- Experience with support platforms such as Zoho Desk, Zendesk, Freshdesk, Intercom, or comparable tools.
- Experience with Microsoft Office and Excel, Google Workspace, and Notion.
- Fluent Portuguese.
- Fluent English.
- Advanced Spanish preferred.
- Early-stage or high-growth startup experience preferred.
- Exposure to automation, RPA, or products related to security or compliance preferred.
- Experience building global support operations from Brazil preferred.
Beneficii
- Remote work arrangement.
- Collaboration with a global team across time zones.
- Travel as needed to support events and meet the team.