Support Manager - Remote

Overview

The Support Manager will lead the technical support operations at Sensedia, ensuring excellence in customer service and efficiency in resolving incidents and requests related to API Management solutions, Integration, and Open Finance.

In Short

• Manage the Technical Support team, ensuring high performance and continuous development.
• Ensure compliance with SLAs, KPIs, and quality standards.
• Coordinate the resolution of critical incidents and act as a technical escalation point.
• Collaborate with Engineering, Operations, and Customer Success teams.
• Implement and optimize incident management processes.
• Monitor performance indicators and propose improvements.
• Lead automation initiatives and improve knowledge base.
• Conduct alignment meetings with strategic clients.
• Support the evolution of support maturity as the company grows.

Requirements

• Solid experience in leading technical support teams.
• Strong knowledge in integration technologies, APIs, cloud, and observability.
• Experience managing SLAs and operational metrics.
• Collaborative and resilient profile.
• Advanced English (Spanish is a plus).
• Desirable knowledge in ITIL or agile methodologies.

Benefits

• Meal vouchers, health and dental plans, life insurance, and wellness programs.
• Flexible work model promoting a sense of belonging.
• Corporate university with various development tracks.
• Extended maternity and paternity leave.
• Commitment to a welcoming and respectful work environment.