Enterprise Support, Sr. Manager

Accountabilities:

• • 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.