Enterprise Support, Sr. Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Enterprise Support, Sr. Manager based in Brazil.

This is a senior, remote leadership role responsible for delivering exceptional Enterprise Support for a strategic client in a complex technology environment.
You will lead Technical Account Managers and Support Engineers, combining people leadership with technical, operational, and client management expertise.
The role has a strong focus on service quality, platform stability, technical risk management, and long-term client trust.
You will identify recurring issues and systemic risks, translating them into platform-level improvements and scalable support practices.
The position also owns the evolution of operating models, governance, documentation, metrics, and service delivery processes.
You will collaborate closely with Engineering, Product, and Customer Success while engaging senior technical and business stakeholders.
This is an opportunity to shape Enterprise Support at scale while driving automation, AI adoption, operational excellence, and team development.

• Lead, coach, and develop the Enterprise Support team, including Technical Account Managers and Support Engineers, with responsibility for performance, accountability, engagement, and career progression.
• Own service delivery for the assigned enterprise client, ensuring consistent, high-quality execution and serving as an escalation point for complex technical and operational issues.
• Maintain a holistic view of the account, identifying recurring patterns, operational gaps, systemic risks, and opportunities requiring broader platform-level intervention.
• Drive operational excellence by establishing and continuously improving processes for incident management, escalations, service delivery, and technical governance.
• Oversee technical engagement and account governance, ensuring effective TAM performance, service reporting, Monthly Business Reviews, and Quarterly Business Reviews.
• Define and evolve the Enterprise Support operating model, including runbooks, RACI frameworks, playbooks, procedures, and service documentation.
• Develop and refine operational dashboards, performance metrics, and reporting mechanisms to provide clear visibility and enable data-driven decision-making.
• Monitor account health and technical risks, ensuring risks are identified, tracked, communicated, and addressed proactively.
• Coordinate with Engineering, Product, and Customer Success teams to resolve complex issues, improve platform performance, and maintain alignment on client priorities.
• Drive the adoption of AI, automation, and modern tooling to improve support efficiency, streamline workflows, and enable the team to build scalable internal solutions.
• Use service delivery, incident, and client feedback data to identify opportunities to improve platform stability, reduce recurring incidents, and strengthen the overall client experience.
• Establish measurable outcomes around service quality, platform stability, technical risk reduction, team performance, and client satisfaction.

Requirements:

• 8+ years of relevant professional experience with a bachelor’s degree, or equivalent experience aligned with an advanced degree or PhD.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
• Proven experience in technical support, technical account management, or engineering-facing roles within cloud, SaaS, fintech, payments, or platform environments.
• Demonstrated experience managing technical teams, including performance management, coaching, mentoring, and career development.
• Strong experience working with enterprise clients and managing complex technical relationships with senior stakeholders.
• Solid understanding of distributed systems, APIs, integrations, and cloud-based architectures.
• Experience managing incident response, technical escalations, service operations, and complex support environments.
• Strong understanding of operational processes, governance models, service delivery frameworks, and support best practices.
• Demonstrated ability to identify systemic issues and translate operational patterns into scalable platform or process improvements.
• Excellent stakeholder management and communication skills, with the confidence to engage senior technical and business leaders.
• Proven ability to collaborate across Engineering, Product, Customer Success, and other cross-functional teams to drive alignment and results.
• Experience using automation, internal tooling, AI, or other modern technologies to improve operational efficiency is highly valued.
• Strong analytical, problem-solving, decision-making, and organizational skills.
• A strong ownership mindset, with the ability to balance strategic thinking with hands-on operational leadership.
• Experience in fintech, banking, or payments environments is an advantage.

Benefits:

• Fully remote position based in Brazil.
• Opportunity to lead a strategic Enterprise Support function in a global technology environment.
• High level of visibility and influence across technical, operational, and customer-facing teams.
• Significant scope to shape support processes, governance, metrics, and operating models.
• Opportunities to drive AI and automation initiatives and introduce modern approaches to service delivery.
• Leadership and professional development opportunities.
• Exposure to enterprise clients and senior technical and business stakeholders.
• Opportunity to contribute to platform stability, customer experience, and operational improvements at scale.
• Inclusive and collaborative working environment.
• Competitive benefits and employment package, subject to local eligibility and applicable policies.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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