Support Engineering Coordinator (Remote/BR)

We are looking for a Support Engineering Coordinator to lead ourinternational 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 (APAC/MENA/NA). 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)

Working hours:

- Work schedule: nighttime, 22pm to 6am.

Nice to Have:

- Experience with cybersecurity, network security or identity platforms (IAM, PAM, MFA, SSO)

- Experience working in fast-paced B2B and vendors environments

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.