Support Leader

Description

**Be yourself, be your best!** We combine our global expertise in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technological capabilities, and sustain their growth. **Learn about our Consulting and Support area!** Join our Support and Consulting area at e-Core! If you are passionate about technology, challenges, and problem-solving, this is the ideal area for you. Here, you will work with global teams and end users, helping them maximize the use of innovative technology solutions. Join us to grow in a collaborative and multicultural environment where continuous learning and teamwork are valued. **Join our team!** **What you’ll do in this role:** * Lead, develop, and evaluate the performance of a team of Support Engineers, conducting recurring 1:1s, individual development plans (IDPs), and continuous feedback. * Be responsible for the full people management cycle for the team: hiring, onboarding, career development, and, when necessary, offboarding. * Manage work schedules, on-call coverage (including weekends and nighttime shifts), and workload balancing among team members. * Own the team’s performance metrics — CSAT, first response time, resolution time, re-open rate, SLA compliance — and report these metrics to leadership with actionable plans, not just status updates. * Define and adjust the support team’s goals/OKRs, aligned with the company’s strategy. * Serve as the final escalation point when a case requires a business decision, policy exception, or sensitive customer communication. * Arbitrate, at the team and process level, when to escalate to engineering versus when to continue investigation — building and disseminating this judgment across the team. * Design, document, and evolve support processes: triage workflows, prioritization criteria, playbooks, and engineering escalation protocols. * Prioritize, approve, and implement process improvements proposed by the team, transforming operational observations into structured changes. * Be responsible for the quality and governance of the knowledge base (KCS practice), ensuring consistent team contribution—not just individual contributions. * Represent support in meetings with Product and Engineering, bringing the customer voice into roadmap prioritization decisions. * Negotiate SLAs and expectations with other leaders, and report the health of the support operation to executive leadership. * Conduct quality assurance (QA) calibration sessions and use identified service standards to guide the team and propose backlog items for product improvement. * Ensure the team actively and effectively uses AI tools in daily work — for writing, research, and continuous documentation improvement. **This position is right for you if you:** * Have experience leading technical support teams (not just serving as an individual senior specialist/engineer), including people management, goal setting, and performance evaluation. * Have prior experience as a Support Specialist or equivalent technical role, with real-world proficiency in multi-platform troubleshooting (web, desktop, mobile), authentication, integrations, and log analysis — sufficient to validate the team’s technical work and earn their credibility. * Have experience managing remote and distributed teams. * Can interpret operational data (CSAT, SLA, resolution time) and translate it into decisions and action plans. * Have confidence to arbitrate ambiguous escalation decisions and defend those decisions before technical and business stakeholders. * Can fluidly navigate between deep technical conversations (with engineering) and strategic discussions (with executive leadership). * Have advanced English, both written and verbal, and structured communication skills — for both the team and external stakeholders. * Possess well-developed soft skills to lead people who interact daily with users — modeling and reinforcing articulate, patient, and respectful communication within the team, and supporting your team’s emotional management. * Are flexible enough to support team on-call coverage (if needed), including weekends and nighttime hours, per the requirements of a global support operation. **It would be great if you have:** * Prior experience defining budget and headcount for a support team. * Experience leading automation or AI adoption initiatives in support operations (not just individual usage, but team-wide adoption). * Experience working with products used by healthcare professionals, clinicians, or users in regulated industries. * Familiarity with data privacy concepts such as HIPAA and GDPR. * Familiarity with observability and analytics platforms like Datadog and Splunk, sufficient to guide the team in deeper investigations. * Experience conducting technical hiring processes (interviews, skill assessments) for support roles. **Where you’ll be based:** * Remote — BR **Benefits of being an e-Corean!** We offer a flexible benefits package: with e-Core BeneFlex, our e-Coreans can build a personalized benefits package according to their profile and needs. Financial Benefits Meal and/or food allowance. Multi-benefit card. PLR (Profit and Results Sharing). Private pension plan. ✅ Health and Well-being Health, dental, and life insurance. Pet health insurance. Partnership with Wellhub to maintain an active routine. ️ Flexibility and Quality of Life 15 vacation days every 6 months. Monthly remote work allowance. Development Education and childcare allowance. Educational partnerships And other benefits to enrich your e-Core experience. At e-Core, we recruit intentionally to reflect our culture, valuing diversity in all its forms. We believe gender, age, ethnicity, race, religion, sexual orientation, and other identity markers are assets that enrich our team — with no barriers for brilliant talent to shine. Our commitment is to Equal Opportunity, encouraging each person to be themselves and grow professionally and personally.\#BeYourself \#BeYourBest **Privacy** By submitting an application, I acknowledge that I have read and understood e-Core’s Privacy Policy. Privacy Policy (EN) / Política de Privacidade (PT-BR) Everything we do aims to connect people and technology to build a better future—together!