* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Junior
We are looking for a Support Engineering Coordinator to lead our international technical support team. This role combines strong technical background in cybersecurity and infrastructure with leadership skills to manage a remote support team across multiple time zones (LATAM, APAC). The ideal candidate has experience in technical leadership roles, thrives in a fast-paced SaaS support environment, and is comfortable acting as a bridge between customers, product, engineering, and operations.
Responsibilities:
- Lead and manage a global team of Technical Support Engineers (L2/L3), ensuring performance, operational health and career development
- Organize team routines: 1:1 meetings, feedback cycles, performance tracking, coaching sessions
- Monitor and manage ticket queues, ensuring prioritization, load balance and SLA compliance across time zones
- Act as the coordinator for critical escalations, engaging directly with enterprise customers when needed, especially in high-impact regions (North America and Western Europe)
- Collaborate with Support Operations to track key KPIs (FRT, TTR, backlog volume, escalation rate, CSAT) and generate improvement opportunities
- Work with the Enablement team to guarantee efficient onboarding and accelerated technical ramp-up for new joiners
- Ensure process alignment and operational excellence (escalation workflows, bug triage, documentation standards, resolution quality)
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical fields
- 5+ years of experience in Technical Support, SRE/NOC/Systems Engineering, including coordination or leadership duties
- Strong knowledge of incident/problem management, client communication, and service operations reporting
- Previous experience supervising or leading remote and multicultural technical teams
- Excellent communication and interpersonal skills to manage stakeholders and distributed engineers
- Fluent English (written and spoken) required
- Familiarity with support platforms and tools (Service Now, Jira)
Nice to Have:
- Experience with cybersecurity, network security or identity platforms (IAM, PAM, MFA, SSO)
- Experience working in fast-paced B2B and vendors environments