Support Lead

Latitude.sh global compute platform launched in 2019, enabling businesses to programmatically deploy single-tenant Bare Metal instances in different parts of the world.
We are a team of passionate individuals about hardware, software, and network infrastructure looking to build the fastest, easiest-to-use, developer-centric single-tenant Cloud infrastructure. If you share this passion, join our growing team of talented people and help build the future of the Internet.

**Summary**:
As the Leader of Support for Operations and Network Operations, you will oversee the teams responsible for providing exceptional customer support and ensuring the smooth operation of our global network and server infrastructure. You will lead efforts to maintain operational excellence, resolve technical issues efficiently, and continuously improve our support processes.

**Key Responsibilities**:

- Lead and mentor the Operations and Network Operations teams. Foster a strong culture of customer feedback within the support team. Encourage the team to actively listen to customers, gather feedback, and implement solutions that address customer needs. Educate team members on the importance of customer insights.
- Establish and promote a culture of urgency within the support team, emphasizing the importance of proactively addressing issues before they escalate. Encourage team members to proactively anticipate and resolve problems swiftly to minimize customer impact. Implement processes and training to ensure the team can act quickly and efficiently, fostering an environment where immediate action and proactive problem-solving are standard practices.
- Oversee the lifecycle management of servers, ensuring that servers are recommissioned correctly and efficiently. This involves diagnosing and fixing issues, performing necessary maintenance, and validating that servers are ready for redeployment. Implement robust processes to ensure quick turnaround times and minimize downtime, maintaining a healthy and available server inventory.
- Implement a product-oriented support culture, educate the team, and develop comprehensive documentation to guide customers in using our platform effectively. Create and manage processes to minimize human error by standardizing procedures and using automation. Train the support team to understand our products deeply, enabling them to provide informed and effective assistance.
- Regularly update documentation and training materials to reflect the latest features and best practices, ensuring the support team and customers are well-equipped to utilize the platform’s full potential. Encourage a mindset of continuous learning and improvement, fostering a proactive approach to problem-solving and customer support.
- Collaborate with the customer success, product, and engineering teams to ensure high customer satisfaction. Work closely with the customer success team to understand customer needs and feedback and communicate these insights to the product and engineering teams. Ensure that support team feedback is considered in product roadmap planning and that the support team understands new features well. Promote a unified approach to problem-solving and customer service, ensuring that all teams work towards common goals and that customer issues are addressed comprehensively and efficiently.

**Skills and qualifications**:

- Proven experience in a leadership role within support tech teams

Strong technical background in data centers, cloud computing, bare metal servers, and network infrastructure.
Excellent problem-solving skills and the ability to make quick, effective decisions.
Superior communication skills, both written and verbal.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

**What do we offer?**
- Contractor (PJ);
- Paid Time Off;
- Competitive Compensation;
- Work Anniversary bonus;
- Flexible work hours
- On-site: 5x at Vila Mariana - São Paulo - SP;
- Opportunities for professional growth and development.

**Why Latitude.sh?**

We're a lean, agile team of passionate professionals who believe in the power of innovation and creative problem-solving. As part of our team, you won't be lost in the crowd - you'll be an essential contributor, making a real impact from day one.
Our values at Latitude.sh guide us in all our work and partnerships. We're proud to be an inclusive company, and we welcome all applicants for our open positions, regardless of their background, religion, sexual orientation, gender identity, age, nationality, or disability. If these values speak to you, we'd love for you to become a part of our team.