Job Description

👫 About the team

Our highly dedicated Support team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers get the best of our platforms.

Your Mission 👇

Based in São Paulo, the Technical Support Manager is part of our Global Technical Support Organization, supporting customers across all geographies and leading our Technical Support Specialists (TSS) in the Americas (Brazil, US, Canada).

You will lead a team of technical support professionals who combine strong customer-facing skills with deep technical expertise. Your mission is to build a high-performing, autonomous and customer-focused team that delivers consistently high-quality technical support while continuously improving its technical, operational and customer management capabilities.

You will also play a key role in evolving how we deliver Technical Support through AI, automation and continuous improvement, identifying opportunities to automate repetitive work, improve customer response and enable TSS to troubleshoot and resolve issues more effectively.

You will work closely with our global Support leadership team, as well as Sales, Services, Product and R&D teams, to resolve customer issues effectively and ensure customer feedback drives improvements across the organization.

You'll join an international team of ~20 people based in 8 countries and report directly to our VP Technical Support.

What you'll do ✏️

Lead and develop a high-performing team

• Lead, coach and develop a team of Technical Support Specialists, creating a culture of customer ownership, technical excellence, collaboration and continuous improvement.
• Ensure TSS are capable of independently supporting customers and troubleshooting technical issues across all customer tiers, including Tier A/B customers.
• Coach TSS on technical troubleshooting, customer communication, ownership and handling of complex cases.
• Build a team that is confident and self-sufficient in handling complex customer situations, while knowing when and how to escalate appropriately.
• Provide leadership and direction during complex customer escalations, ensuring clear ownership, communication and cross-functional coordination.
• Manage performance, career development, promotions, compensation and performance improvement in partnership with HR.
• Identify and retain key talent while proactively addressing performance or engagement challenges.
• Recruit and onboard new talent and build a strong, scalable team for future growth.
• Create an environment where people continuously develop their technical expertise, customer-facing skills and careers within Support.
• The Manager is not expected to be the primary troubleshooter or case owner, your role is to build a team that can.

About you 💪

We're looking for a technical, customer-focused and people-oriented leader who is comfortable operating at the intersection of technology, customer experience and team management.

You have:

• 3–5+ years of experience managing a technical team, ideally in a B2B technology environment.
• A strong technical foundation and hands-on experience troubleshooting complex technical issues.
• Experience with technologies such as HTML, JavaScript, SQL, APIs, web technologies or similar.
• A data-driven mindset and the ability to turn operational data and customer feedback into action.
• Experience managing complex customer escalations and remaining calm and decisive under pressure.
• Excellent written and verbal communication skills, with the ability to communicate with both technical and non-technical audiences.
• Strong customer relationship skills and a genuine desire to WOW customers.
• A proven ability to coach people and build high-performing teams.
• The ability to balance day-to-day operational priorities with longer-term team and organizational improvements.
• A strong continuous improvement mindset, with an interest in AI, automation and emerging technologies.
• The ability to lead teams through change and adoption of new technologies and ways of working.
• A hands-on, pragmatic approach and willingness to get involved when required.
• Experience working in an international and multicultural environment.
• Fluency in English; Portuguese is required for this São Paulo-based role. Spanish, French or German would be a plus.
• A degree or equivalent education/experience in Computer Science, Engineering or another technical field.

What success looks like 🎯

• Every TSS is equipped to confidently support Tier A/B customers.
• Customers receive a consistently high-quality support experience across geographies.
• Complex escalations are handled with strong ownership and effective cross-functional coordination.
• The team continuously develops its technical, customer and operational capabilities.
• AI and automation become a natural part of how the team works, improving productivity, response and resolution while maintaining customer experience and human ownership.
• The team continuously identifies and implements opportunities to simplify, automate and improve Support.
• TSS performance, engagement and career development are actively managed.
• Key talent is retained and the team develops a strong pipeline for future growth.
• Customer feedback and Support data drive improvements across Support, Product, R&D and Services.
• The America Support team operates as an integral part of a single, globally aligned Technical Support organization.

Location & travel

• Based in São Paulo, Brazil.
• The role is 50% remote and candidates must be able to work in the Sao Paulo Office.
• Some international travel may be required to support our global team and business needs.
• The role works closely with colleagues, customers and stakeholders across multiple countries and time zones.

👋 About us

Equativ, a leading independent ad platform, brings scale and simplicity to digital advertising.

Following its recent merger with Sharethrough and the acquisition of Kamino Retail, advertisers, media owners, and technology partners rely on Equativ’s advanced SSP, curation, and retail media services and technology to achieve maximum business outcomes.

With a focus on privacy-first programmatic video, CTV, and data-driven solutions, Equativ enables clients to activate across the digital ecosystem while protecting consumer privacy.

The company’s global expertise is also backed by a team of over 750 employees across 19 countries.

As a proud recipient of the HappyIndex@Work label, Equativ is committed to providing a dynamic, flexible workplace where employees thrive, grow, and excel in both their professional and personal lives.

Come and lead the charge with us in building a transparent ecosystem based on quality!

Equativ is an equal opportunity employer. Equal access to employment, services, and programs are available to everyone, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require reasonable accommodation throughout the application and/or interview process, please contact the recruitment team at ta-team@equativ.com