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Open nowPosted 224 days ago

Support Manager

Nuaav1 open role

Where
Bogotá, Colombia
Work mode
Hybrid
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Your applicationOpen nowSupport ManagerNuaav · Bogotá, Colombia

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 224 days ago

The posting

About Nuaav

Nuaav is building customer-first products and services with a strong focus on reliability, measurable outcomes, and great user experiences. We believe support is a strategic function—connecting customers, product, and engineering to keep systems healthy and customers successful.

Role Overview

As a Support Manager based in Bogotá, you will lead day-to-day production support operations and help build a data-driven support practice. You’ll coordinate incident response, manage stakeholder communication, and ensure customers receive timely, high-quality support. This role is ideal for someone early in their career (0–5 years) who is excited to combine operational execution with continuous improvement.

What You’ll Do

  • Own production support operations, including triage, prioritization, escalation, and resolution tracking
  • Coordinate on-call processes and ensure smooth handoffs, clear runbooks, and consistent incident response
  • Monitor and report on support KPIs (e.g., response time, resolution time, backlog, CSAT) and use insights to drive improvements
  • Act as a key point of contact for internal stakeholders (Engineering, Product, Sales, Customer Success) during incidents and high-priority issues
  • Partner with Customer Success to ensure customer expectations are set appropriately and outcomes are delivered
  • Identify recurring issues and drive root-cause analysis with engineering to reduce incident volume over time
  • Improve support workflows, documentation, and knowledge base content to increase efficiency and quality
  • Support post-incident reviews and ensure follow-ups are completed and communicated

What We’re Looking For

  • 8+ years of experience in production support, technical support, customer success operations, or a related role
  • Comfort working in a production support environment with urgency, prioritization, and clear communication
  • Strong data-driven mindset: ability to define, track, and improve KPIs
  • Stakeholder management skills: you can align teams, communicate tradeoffs, and keep people informed under pressure
  • Experience participating in or coordinating on-call rotations (or strong interest in learning and improving on-call practices)
  • Customer-first approach with a focus on outcomes, empathy, and accountability
  • Strong written and verbal communication skills; able to translate technical details for non-technical audiences
  • Organized and process-oriented, with a continuous improvement mindset

Nice to Have

  • Experience with incident management practices (severity levels, postmortems, root-cause analysis)
  • Familiarity with support tooling (ticketing systems, monitoring/alerting, dashboards) and documentation practices
  • Experience collaborating closely with engineering teams on bug triage and release coordination

What Success Looks Like

  • Support requests and incidents are handled with consistent prioritization, clear ownership, and timely resolution
  • KPIs are visible, trusted, and improving over time (faster response/resolution, reduced backlog, higher customer satisfaction)
  • On-call operations run smoothly with clear playbooks and effective escalation paths
  • Stakeholders feel informed and confident during incidents and high-impact customer issues
  • Recurring issues decrease through strong follow-through on root-cause fixes and process improvements

Location

Bogotá, Colombia

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