• Lead and develop the support team, promoting training, alignment, and a culture of excellence in customer service; • Design, standardize, and optimize customer service and technical support processes; • Monitor performance, quality, and customer satisfaction metrics, driving continuous improvement initiatives; • Manage the prioritization and handling of tickets and bugs in coordination with product and technology teams; • Collaborate with other departments (Sales, Customer Success, Implementation) to ensure a positive customer journey; • Promote the use of tools and automations that increase team productivity and enhance the customer experience; • Serve as a technical and behavioral reference within the area, ensuring alignment with the company culture; • Support other activities related to the department and the team's demands.

• Realizar recálculos e retificações de obrigações fiscais e trabalhistas (ex.: DAS, Folha de Pagamento, eSocial, DCTFWeb); • Conduzir análises e revisões em apurações tributárias e trabalhistas; • Efetuar inclusões e simulações de Fator R, garantindo o correto enquadramento das empresas; • Apoiar nas entregas de obrigações acessórias e cumprimento de prazos fiscais e trabalhistas; • Participar do mapeamento e melhoria de processos, sugerindo práticas mais eficientes e seguras; • Atuar em conjunto com demais áreas para garantir conformidade e qualidade nas entregas.

• Registrar e gerenciar chamados, deparando-se com demandas de 1º e 2º nível; • Prestar suporte a sistemas operacionais e instalação de softwares, Pacote Office, Redes, Impressoras e Periféricos, bem como manutenção em desktops e notebooks; • Realizar mapeamento diretório, configuração de e-mail POP/ Exchange, Lotus Notes, configurar perfil, instalar VPN, Configuração de IP; • Acompanhar, atender e atualizar os chamados da Base, evitando filas que possam comprometer o SLA do projeto, assim como diminuir ao máximo o número de backlog de chamados; • Criar e atualizar base de conhecimento, procedimentos, script de atendimento e resolução de problemas no portal KCS.

Role Description Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity. We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure. As we expand our product portfolio and global presence, our Delivery department is hiring a Technical Support Engineer to execute on delivering excellent support to resolve technical issues and bring about improvements in processes with autonomy. You could be the next "Nozomier"! If this sounds like you, read on. - Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust. - Provide post-sales break-fix, consulting, and collaboration with all stakeholders to resolve technical issues. - Perform exceptional customer service relating to infrastructure design, deployment, testing and verification, as well as optimisation as needed. - Drive interactions with customers for resolution of issues while interacting internally with Product and Engineering Teams as needed. - Develop and maintain core competency on Nozomi Networks entire product line and technologies. - Create knowledge base content where none exists while updating existing to correctly position solutions. - Understanding of critical account infrastructure and technical environments. - Provide white-glove treatment for critical accounts. - Replicate and reproduce customer issues in the lab prior to escalating issue internally. Qualifications - Proven experience working in customer-facing roles as Technical Support Engineer or Systems Engineer. - Experience in network security in a support, design, consultancy or operations role. - Strong knowledge of Unix Systems, virtualisation technologies, scripting, and API integrations. - Knowledge of common networking, security protocols and applications. - Detailed technical experience in installations, configuration and operation of security appliances in large complex environments. - Strong knowledge of information security principles. - Excellent troubleshooting skills. - Strong communication (written/verbal) and presentation skills. - Solid working proficiency in both written and spoken English. - Ability to operate in settings with strong confidentiality and data privacy protocols. - Comfortable using FreeBSD. - Knowledge of PostgreSQL. - Bachelor’s Degree (or equivalent) in Computer Engineering (CE), or Computer Science (CS) or equivalent education/training/experience. - Experience in the field of ICS (Industrial Control Systems) security projects. Requirements - Nozomi Networks is committed to fair and equitable compensation practices. The base pay scale for this position is $74,000 - $96,000. - The company offers a wide range of competitive benefits, including medical, dental, vision, life insurance, and disability insurance for eligible employees. - The successful candidate may also be eligible to participate in the company’s equity program and/or variable bonus program, subject to the rules governing such programs. - Eligible employees are able to enroll in a 401(k) plan along with the employer matching program. - Nozomi Networks also offers eligible employees flexible paid time off, paid holidays and paid parental leave. Company Description Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.