Global Support Engineer [mid-level]

*Please, submitting your CV in English will be a plus!**

As Global Support Engineer, you will have the opportunity to be part of the transformation into a company in hypergrowth, besides being able to know other international cultures.

Want to be part of this transformation? So this position is for you!

Responsibilities:

• Troubleshoot issues and bugs related to the core PAM/IAM functionality and its integrations

• Maintain high responsiveness on support tickets and meet SLA expectations

• Collaborate with cross-functional teams while providing accurate updates and guidance to customers

• Escalate advanced or high-impact issues to the right internal teams with proper context

• Document each support case clearly and contribute actively to the team's knowledge repositories

• Analyze recurring incidents to recommend improvements in documentation, automation, or platform features

• Help enterprise and strategic customers through issue ownership and end-to-end follow-up

• Stay informed about product updates and feature releases to better advise customers

Requirements:

• Bachelor’s degree (or equivalent experience) in Computer Science, IT, Engineering, or related fields

• Minimum 2 years of professional experience in technical support, infrastructure, or help desk roles

• Fluent English (written and spoken) - required for daily client interactions and internal work documentation

• Foundational understanding of Linux, Windows, TCP/IP networks, DNS, VPNs, and virtualization

• Demonstrated troubleshooting abilities including reading logs, analyzing configs, and debugging system errors

• Strong communication and problem-solving skills with accountability for support outcomes

Nice to Have:

• Knowledge of PAM/IAM solutions (CyberArk, BeyondTrust, Delinea, etc.)

• Familiarity with access control concepts such as LDAP, AD, MFA, credential vaulting

• Some exposure to RESTful APIs, command-line scripting, or containerized environments

• IT certifications in support, infrastructure, or cybersecurity (CompTIA, ITIL, etc.)

Working hours:

• Work schedule: 12x36, nighttime, 7pm to 7am.

Benefits:

• Hiring Model: “CLT”
• Health Plan (No co-participation) - Sulamérica;
• Dental Assistance (No co-participation) - Sulamérica;
• Meal vouchers (R$ 1.210,00/month) - CAJU;
• Home office allowance (R$100.00/month);
• Wellhub;
• Birthday Day Off;
• English classes;
• Life insurance;
• Access to ALURA (technical and personal/professional development courses)
• Equipment needed to carry out the activities.
• Fully remote position.