[Hiring] Support Engineering Coordinator @Segura

Role Description

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 (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.

• 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).

Requirements

• 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.