BotCity je platforma SaaS za ekipe za poslovno avtomatizacijo, ki ustvarjajo in upravljajo avtomatizacije na podlagi kode, zlasti s Pythonom in računalniškim vidom. Njena orodja zajemajo razvojne delovne tokove, orkestracijo v oblaku, upravljanje sej in infrastrukture, opazljivost, varnost, skladnost ter integracije z oblačnimi in pisarniškimi platformami. BotCity organizacijam pomaga centralizirati upravljanje in uvajati avtomatizacije v virtualnih strojih, vsebnikih in brezstrežniških okoljih ter zmanjševati tveganja, povezana z neupravljanimi skriptami.
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.
Opis
- 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.
Zahteve
- 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.
Ugodnosti
- Remote work arrangement.
- Collaboration with a global team across time zones.
- Travel as needed to support events and meet the team.