Careers - Latam

Customer Success Team

Technical Lead (Brazil)

Careers > Latam
Location: Brazil

As a Technical Lead in the Customer Success team, you will ensure the efficient and effective delivery of WSO2’s technology experience to our customers, and enable them to optimize it for business success.

Responsibilities and Duties:

  • Job performance
    • Handle incidents and queries efficiently and effectively.
    • Understand the internal aspects of WSO2 products and solutions.
    • Be an expert and a specialist on a particular component of WSO2 solutions.
    • Ability to debug and identify problems.
    • Ability to develop extensions.
    • Proactively keep customers informed about tasks and progress in a timely manner.
    • Lead a war room.
    • Lead and contribute to technical and non-technical discussions on email and in- person.
    • Engage with extended teams such as Engineering, Pre-Sales, Marketing, and Sales on product and customer-related activities.
    • Deliver consultancy engagements.
    • Conduct product demos, training, and presentations.
    • Play the role of a QSP Lead.
    • Good understanding of multiple WSO2 products and solutions.
    • Provide input to the R&D team on product improvements.
    • Ability to perform a deployment configuration review.
    • Ability to play the role of a CSA/TAM, and manage a set of customers.
    • Proactively engage with customers continuously to achieve production stability.
    • Skills to deploy production grade HA WSO2 deployments in various environments such as K8S, docker, and VMs.
    • Ability to automate WSO2 deployments using common CI/CD tools.
    • Write the functional specification, and requirement documentation for a solution.
    • Review the engagement work, including code and other areas that will be delivered as part of the engagement.
    • Provide overall technical vision to critical support situations.
  • Teamwork and leadership
    • Be part of a team and perform ad-hoc tasks as needed and realize the importance of customer success.
    • Build a professional relationship with the Customer Success team. Handle and resolve conflicts.
    • Communicates issues and risks proactively and mitigate risks to deadlines and deliverables.
    • Give timely and helpful feedback to interns and peers.
    • Ability to work independently.
    • Play a supporting lead role as necessary.
    • Provide guidance to junior support leads and support team members.
    • Hold HR responsibilities of junior team leads.
    • Meet regularly with direct reports, provide feedback on their work, help individuals set goals and work with the Customer Success management team to achieve employee growth and retention goals.
    • Proactively follow up with leads regarding their leadership skills and team management.
    • Delegate tasks effectively.
    • Establish and measure efficiencies to ensure teams are producing optimal results.
    • Ensure adherence to processes and protocols.
    • Ability to scan support load to ensure proper resource utilization.
    • Ensure there are no SLA violations.
    • Total ownership of accounts.
    • Mentor and onboarding new employees.
    • Ability to estimate and plan a consultancy engagement.
    • Take full control of the allocated consultancy engagement.
    • Contribute to strategic initiatives of the Customer Success team.
  • Communication
    • Ability to clearly articulate themselves, both in written and verbal communication.
    • Good understanding of communication practices with customers and other external stakeholders.
    • Ability to communicate with empathy.
    • Ability to write technical documentation.
    • Be the voice of the customer to internal teams.
    • Share frequent updates during consultancy engagements.
    • Escalate issues proactively.
    • Ensure the team reporting to you escalates proactively and appropriately.
    • Conduct bi-weekly/weekly chats with teams/leads as appropriate to create a solid communication and feedback channel.
    • Build good relationships with business stakeholders of customers at consultancy engagements.
    • Create a bridge from customers to other internal stakeholders and teams.

Qualifications and Skills:

  • Educational qualifications and work experiences
    • BSc in Computer Science/Engineering or equivalent.
    • Minimum of 6+ years of relevant industry experience.
    • Fluency in English.
    • Fluency in Spanish is a plus.
  • Technical skills
    • Strong analytical and troubleshooting skills.
    • Skills in Java,C/C++, or other comparable programming languages.
    • Experience in and knowledge of enterprise technologies (E.g. microservices, enterprise integration, API management, identity and access management).
    • Experience and knowledge on containerized deployments and CI/CD technologies are an added advantage.
    • Experience in managing small technical teams.
    • Experience in managing and designing a technical project.
    • Ability to own a deep-dive troubleshooting exercise and perform a RCA.
    • Experience in working with cloud infrastructure such as AWS and Azure.
    • Expert in at least one of the following cloud infrastructures: AWS, Azure, GCP, and on-prem deployments.

In addition to a competitive compensation package, WSO2 offers:

  • A work culture and environment where we value both hard work AND flexibility.
  • Freedom to work remotely.
  • A flexible vacation/leave plan that fits your needs.
  • Health, dental, and life insurance for you and your family.

About WSO2

Founded in 2005, WSO2 enables the composable enterprise. Our open-source, API-first and decentralized approach helps developers and architects to be more productive and rapidly compose digital products to meet demand. Customers choose us for our broad, integrated platform, approach to open source, and digital transformation methodology. The company’s hybrid platform for developing, reusing, running, and managing integrations prevents lock-in through open-source software that runs on-premises or in the cloud. WSO2 has over 800 employees worldwide with offices in Australia, Brazil, Germany, India, Sri Lanka, the UAE, the UK, and the US. Today, hundreds of leading brands across the globe and thousands of projects execute more than 18 trillion transactions annually using WSO2’s technologies.

Visit wso2.com and follow WSO2 on LinkedIn or Twitter to learn more.

Diversity Drives Innovation

We’ve built our business on a commitment to diversity and inclusion. We believe it’s important to foster an environment that values and respects each individual’s strengths, perspectives, and ideas. Doing so not only drives innovation; it also ensures that we can create superior experiences for our customers, partners, and employees worldwide. We value the diversity of our team regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, or veteran or marital status, and we do not tolerate any form of discrimination.