About Latitude.sh

Latitude.sh global computing platform was 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 Support Lead for Operations and Network Operations, you will be responsible for overseeing our customer support function, ensuring the efficient operation of our ticketing system, and leading a team of support agents. Your focus will be on maintaining high service quality, streamlining support workflows, and fostering a customer-first approach within the support organization. You will also work closely with cross-functional teams to enhance support processes and ensure timely issue resolution.

Key Responsabilities 

Support Operations & Ticketing System Management

• Own and manage the ticketing system, ensuring proper categorization, prioritization, and resolution of customer issues.
• Optimize support workflows and implement automation to improve efficiency and reduce response times.
• Monitor ticket trends, identify recurring issues, and implement proactive measures to minimize support load.
• Ensure proper escalation procedures are in place and followed for critical incidents.

Team Leadership & Development

• Lead, mentor, and support the customer support team, ensuring they have the tools and training to succeed.
• Foster a customer-centric culture where agents actively gather feedback and seek continuous improvement.
• Establish clear KPIs for support performance and regularly review team effectiveness.
• Conduct training sessions to ensure agents are well-versed in the platform, infrastructure, and troubleshooting processes.

Incident & Problem Management

• Establish and promote a culture of urgency within the support team, ensuring proactive issue resolution before escalations occur.
• Implement structured incident management processes, ensuring clear communication during outages and swift problem resolution.
• Work closely with operations and network teams to ensure rapid diagnosis and resolution of technical issues.

Documentation & Process Standardization

• Develop and maintain comprehensive support documentation, FAQs, and troubleshooting guides to empower both customers and support agents.
• Standardize and document support procedures to minimize human error and improve consistency in responses.
• Leverage automation to enhance accuracy and efficiency in handling common support requests.

Cross-Team Collaboration & Customer Advocacy

• Work closely with Sales, Product, and Engineering teams to relay customer feedback and improve the overall customer experience.
• Ensure support insights contribute to product roadmap discussions and that new features are well-documented and understood by the support team.
• Advocate for customer needs by proactively identifying pain points and driving improvements in support services.

Skills and Qualifications

• Proven leadership experience in a support-focused role within tech, preferably in infrastructure, networking, or cloud computing.
• Strong experience managing ticketing systems, support workflows, and team performance metrics.
• Technical understanding of data center operations, bare metal servers, and network infrastructure.
• Excellent problem-solving and decision-making skills, with the ability to handle high-pressure situations effectively.
• Strong communication skills, both written and verbal, with experience in customer interactions.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• English level required: C1 at least.
• On-site role, 5 days per week.

What do we offer?

• Paid Time Off;
• Competitive Compensation;
• Work Anniversary bonus;
• Wellhub (former Gympass);
• Sulamérica Health Care Insurance;
• Annual Bonus based on company and team performance;
• Flexible work hours.