Leads LATAM technical support for networking solutions, overseeing customer and partner onboarding, technical training, solution design guidance, ticket triage, escalations, documentation, metrics, and team development. Requires strong networking expertise, bilingual Spanish and English communication, CRM and SLA experience, and periodic regional travel. Experience with SD-WAN, Peplink technologies, cellular connectivity, and networking certifications is preferred.
Technical Support Manager — LATAM
Full-Time | Remote (LATAM Region) |
Position Overview
We are seeking an experienced Technical Support Manager to lead our LATAM region's customer support function. This role encompasses the full technical lifecycle for our networking solutions — from partner and customer onboarding through technical training, solution design guidance, and ongoing post-deployment ticketing support. The ideal candidate combines strong networking fundamentals with a hands-on, customer-first approach and excellent communication skills.
Key Responsibilities
- Onboarding: Lead the technical onboarding process for new partners and customers in the LATAM region, ensuring smooth activation, configuration, and first-deployment success.
- Technical Training: Design and deliver technical training programs for partners, resellers, and internal teams, covering product configuration, best practices, and troubleshooting methodology.
- Solution Design Support: Partner with sales and support teams to provide technical guidance on network design and architecture recommendations tailored to customer use cases.
- Post-Deployment Support: Own and manage the regional ticketing queue, ensuring timely triage, escalation, and resolution of technical support cases in line with SLA commitments.
- Team Leadership: Build, mentor, and manage a regional support team as the LATAM customer base grows, setting performance standards and quality benchmarks.
- Process & Documentation: Develop and maintain support documentation, knowledge base articles, and standard operating procedures to improve resolution times and self-service capability.
- Cross-Functional Collaboration: Work closely with Sales, Product, and Engineering teams to relay customer feedback, escalate critical issues, and influence product improvements.
- Reporting: Track and report on key support metrics (response times, resolution rates, CSAT, ticket volume trends) to leadership on a regular cadence.
Qualifications
- 3+ years of experience in a technical support, network engineering, or technical account management role, ideally within networking, SD-WAN, or telecommunications.
- Solid understanding of networking fundamentals: TCP/IP, routing, switching, VPNs, firewalls, WAN/LAN architecture, and cellular/wireless connectivity.
- Experience designing or delivering technical training content to partners, resellers, or customers.
- Strong ticketing/CRM platform experience (e.g., HubSpot, Zendesk, Salesforce, or similar) and comfort working within structured SLA frameworks.
- Excellent written and verbal communication skills in both Spanish and English; Portuguese is a strong plus given Brazil market coverage.
- Ability to travel periodically within the LATAM region to support partner training and key account engagements, as needed.
Preferred Qualifications
- Experience with Peplink hardware and software (PrimeCare, InControl, SD-WAN/SpeedFusion technology) is a strong plus.
- Prior experience managing or mentoring a support team.
- Industry certifications such as CCNA, CCNP, or equivalent vendor-specific networking certifications.
- Experience supporting channel partners and resellers in a B2B technology environment.
- Familiarity with cellular/LTE/5G connectivity, failover, and bonded WAN technologies.
What We Offer
- Opportunity to lead and shape the LATAM support function.
- Collaborative, cross-functional environment with direct visibility to leadership.
- Competitive compensation, remote flexibility, and growth path into broader regional leadership.
If you're passionate about connectivity, thrive on building relationships, and want to see your solutions drive real customer success, we want to hear from you. Apply now by submitting your resume and a brief note describing your experience supporting networking or SD-WAN technologies in a customer-facing capacity.
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