Head of Technical Support

Company Overview

BotCity brings governance to the code AI writes. AI turned asking into code, and every business user is now a developer. The Python they generate runs on corporate workstations outside any pipeline, inventory, or approval flow, and nothing in the enterprise stack was built to see it. BotCity Sentinel governs that code where it runs: a script-level inventory of what executes, where, and by whom, contextual policies that allow, alert, or block, and a remediation loop where the author makes the first fix. Security asks whether code is malicious. Governance asks whether it should run, here, by this person. We built Sentinel to own the second question. Today it's Python. Tomorrow it's every line of code AI writes.

BotCity serves 1,000+ teams in 70+ countries, including customers as Bayer and LG. We raised a $12M Series A led by Four Rivers, with participation from Y Combinator, SoftBank, and founders and investors including Lew Cirne (New Relic), Rod Johnson (SpringSource), and Walter Kortschak (Summit Partners and Firestreak Ventures). G2 named BotCity one of the world's top 25 emerging platforms.

We are a remote company with teams across the US and LATAM. Small team, large customers, a category forming around us. If you want real ownership over a problem that matters, we should talk.

Role Overview

The Head of Technical Support will own global technical support strategy and delivery for all BotCity products, building the model, tooling, and coverage needed to scale from Brazil to all time zones without proportional headcount growth. This person will partner with the current team to document and launch the support model, put self-service and AI-assisted support in place, and set the playbook and KPIs the team runs on. This role is built for someone with a strong B2B technical product support background, an AI-first approach to scale, and the leadership to build from zero to one without needing to be the most technical person in the room. This role reports to the COO.

Responsibilities

• Own technical support strategy and delivery for all BotCity products globally.
• Design the tiered support model (N1, N2, N3), severity plan, coverage hours, and escalation paths across regions.
• Launch the support model with global coverage and monitor KPIs against customer agreements and SLAs.
• Build and maintain the support playbook and KPI dashboard (SLA, CSAT, deflection rate, backlog health), and report to leadership on a regular cadence.
• Own tooling decisions, including ticketing platform configuration, AI assistant, self-service systems, and the knowledge base.
• Track top ticket drivers and lead root cause analysis of recurring issues, and represent the voice of the customer to Product and Engineering based on support trends and escalations.
• Define and lead the critical incident management process, including customer communication, status updates, and post-incident review.
• Lead and train the current team across all time zones on standard processes.

Requisitos:

Required Qualifications

• Bachelor's degree in Technology, Engineering, Business, or a related field.
• Proven experience (5+ years) building or significantly scaling a technical support function for a B2B SaaS product.
• Enough technical literacy to understand, join and lead escalations in topics such as automation and script execution (Python, PowerShell), deployment environments (cloud vs. self-hosted, Docker, Linux and Windows), and identity and network access (SSO/OIDC, DNS, proxies, firewalls).
• Proven experience designing and implementing multi-region or global support coverage models.
• Hands-on experience implementing an AI assistant or deflection layer and owning a knowledge base.
• Comfortable partnering with Engineering and Product on escalations without needing deep hands-on technical depth themselves.
• Experience with support platforms (Zoho Desk, Zendesk, Freshdesk, Intercom, or similar).
• Experience working with MS Office/Excel, Google Suite, Notion.
• Ability to travel as needed to support events and meet the team.
• Portuguese - Fluent.
• English - Fluent.

Preferred Qualifications

• Prior experience in an early-stage, high-growth, and fast-paced startup environment.
• Exposure to automation, RPA, or security/compliance-adjacent products.
• Experience at a company that built global support out of Brazil (VTEX, Pipefy, Hotmart, Wellhub or similar).
• Spanish - Advanced.