Technical Support Leader (Remote)

**At Axur, innovation is in our DNA. We're on a mission to make the internet safer by delivering external cybersecurity solutions to clients around the world. Our culture values autonomy, customer focus, and smart results within a flexible, collaborative environment.** 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. Our selection process is 100% online and inclusive, if you need any accommodations, just let us know in the application form. **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. **Requirements** **Indispensable Requirements:** * 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. **Bonus points if you have:** * 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.