[Hiring] Technical Support Leader @Axur

Role Description

We’re hiring a Technical Support Leader to drive excellence in our technical support operations, ensuring high-quality service delivery and continuous improvement in customer experience. This role is ideal for a strategic and hands-on leader who thrives in fast-paced environments, has a strong technical background in cybersecurity, and is passionate about developing people and processes. You’ll be part of a highly collaborative Support team, working closely with Engineering, Product, and Customer Success to enhance our solutions and deliver outstanding results. This is a fully remote position open to candidates worldwide.

A typical workday might include:

• Leading, coaching, and developing a team of technical support analysts focused on our cybersecurity product;
• Managing the end-to-end support workflow using Salesforce as the central Service Desk tool;
• Creating and monitoring dashboards, KPI reports, and performance metrics such as SLA, CSAT, FCR, and average resolution time;
• Acting as the main escalation point (Tier 3/Escalation) for critical security incidents and complex customer issues;
• Identifying process bottlenecks and proposing automation or workflow improvements within Salesforce;
• Conducting 1:1 meetings, performance reviews, and continuous feedback sessions;
• Collaborating with Engineering, Product, and Customer Success to report recurring bugs and improvement opportunities;
• Ensuring the continuous update of internal and external Knowledge Base documentation.

Qualifications

• Proven experience leading or coordinating Technical Support teams (Tier 1, Tier 2, or Tier 3) in the technology sector, preferably in B2B environments;
• Hands-on experience with Salesforce or equivalent tools for ticket management, reporting, queue configuration, and data analysis;
• Solid technical knowledge of cybersecurity concepts such as Networks, Firewalls, Endpoint Protection, TCP/IP, DNS, VPNs, and log analysis;
• Strong analytical skills to translate data into actionable plans;
• Excellent written and verbal communication skills, with the ability to manage customers during critical incidents;
• Ability to balance empathy in people management with accountability for performance and technical excellence;
• Proficiency in Portuguese and English.

Requirements

• Cybersecurity certifications such as CompTIA Security+, CEH, CISSP, or similar;
• Active Salesforce certifications such as Salesforce Administrator or Service Cloud Consultant;
• Previous experience supporting SaaS security platforms or SIEM/EDR solutions;

Benefits

• Home office setup allowance (R$2,000 in your first month) + flexible benefit (R$990/month);
• Top-tier health, dental, and life insurance plans;
• Annual bonus + potential stock option plan (equity);
• Anywhere Office: remote work + super flexible hours;
• Wellness: Wellhub;
• Development culture: 360º feedback, IDPs, and partnerships (Coursera, Udemy, MBA USP/ESALQ, and more);
• Recognition & rewards: internal awards and referral bonuses;
• Inclusive parental leave for all family formats.