• Own every escalation, start to finish. P1/P2 incidents don't get handed off — they get owned. You'll lead triage, drive cross-functional coordination, manage customer communication, and close out post-incident reviews, including the cases AI couldn't close or got wrong. • Keep the shift running, no matter what. You'll run shifts within a global 24/7 follow-the-sun model — clean handoffs, uninterrupted coverage, healthy queues across regions. Nothing falls through the cracks on your watch. • Solve what others can't. The hardest technical tickets — SaaS integrations, REST APIs, SSO (SAML/OIDC), webhooks — land with you. You drive to root cause, not just workarounds. • Hold the AI accountable. Spot-check AI and bot-handled resolutions for accuracy, especially anything touching pricing, security posture, or compliance claims. Decide what needs a human. Turn every miss into a fix in the knowledge base or macro so the bot doesn't repeat it. • Make the team around you better. Coach and level up support engineers through direct mentorship, runbooks, and documentation — including how to work alongside AI well: when to trust a draft, when to override it, and how to spot a confidently wrong answer. • Own queue health and SLA outcomes. Make prioritization calls under load, manage SLA risk across both AI-handled and human queues, and communicate trade-offs clearly to customers and teammates. • Reduce the ticket load, systematically. Build macros, automations, and AI-assisted workflows that measurably cut volume and improve response quality — not just faster firefighting. • Close the loop with Product and Engineering. Surface patterns, flag gaps in AI or KB coverage, and represent the customer's voice in escalations. Recurring issues get fixed, not just managed.

• Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning • Drive team performance through coaching, regular performance evaluations, talent development, and succession planning • Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance • Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes • Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience • Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations • Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization • Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness • Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities • Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes

• Provide outstanding technical support to internal and external customers. • Troubleshoot and resolve complex technical issues, becoming a product expert. • Collaborate with Engineering, Product, and Customer Success to solve customer challenges. • Identify, propose, and lead process improvements and automation initiatives. • Ensure SLA compliance while effectively prioritizing support cases based on impact. • Document solutions and contribute to the team's knowledge base. • Mentor teammates and act as an escalation point for complex cases. • Drive continuous improvements to elevate the quality and efficiency of the Support team.

Role Description Como Ingeniero/a de Soporte Global, tendrás la oportunidad de formar parte de la transformación de una empresa en rápido crecimiento, además de conocer otras culturas internacionales. ¿Quieres ser parte de esta transformación? ¡Entonces este puesto es para ti! Responsabilidades: - Solucionar problemas y errores relacionados con la funcionalidad principal de PAM/IAM y sus integraciones. - Mantener una alta capacidad de respuesta en los tickets de soporte y cumplir con los acuerdos de nivel de servicio (SLA). - Colaborar con equipos multifuncionales, proporcionando actualizaciones y orientación precisas a los clientes. - Escalar problemas complejos o de alto impacto a los equipos internos adecuados, con el contexto apropiado. - Documentar cada caso de soporte de forma clara y contribuir activamente a los repositorios de conocimiento del equipo. - Analizar incidentes recurrentes para recomendar mejoras en la documentación, la automatización o las funcionalidades de la plataforma. - Ayudar a clientes empresariales y estratégicos mediante la gestión integral de incidencias y el seguimiento de principio a fin. - Mantenerse al día sobre las actualizaciones de productos y lanzamientos de funcionalidades para asesorar mejor a los clientes. Qualifications - Licenciatura (o experiencia equivalente) en Informática, TI, Ingeniería o campos relacionados. - Mínimo 2 años de experiencia profesional en soporte técnico, infraestructura o mesa de ayuda. - Inglés fluido (escrito y hablado): indispensable para la interacción diaria con los clientes y la documentación interna. - Conocimientos básicos de Linux, Windows, redes TCP/IP, DNS, VPN y virtualización. - Habilidades demostradas para la resolución de problemas, incluyendo la lectura de registros, el análisis de configuraciones y la depuración de errores del sistema. - Excelentes habilidades de comunicación y resolución de problemas, con responsabilidad en la consecución de resultados. Requirements - Deseable: Conocimiento de soluciones PAM/IAM (CyberArk, BeyondTrust, Delinea, etc.). - Familiaridad con conceptos de control de acceso como LDAP, AD, MFA y almacenamiento de credenciales. - Experiencia con API RESTful, scripting de línea de comandos o entornos de contenedores. - Certificaciones de TI en soporte, infraestructura o ciberseguridad (CompTIA, ITIL, etc.). Benefits - Modelo de contratación: “CLT”. - Plan de salud (sin participación conjunta) - Sulamérica. - Asistencia dental (sin participación conjunta) - Sulamérica. - Vales de comida (R$ 1.210,00/mes) - CASHEW. - Subsidio para teletrabajo (R$ 100,00/mes). - Wellhub. - Día libre por cumpleaños. - Clases de inglés. - Acceso a ALURA (cursos de desarrollo técnico, personal y profesional). - Equipo necesario para realizar las actividades. - Trabajo totalmente remoto.