Support Manager

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