Global Support Engineer [mid-level]

Senhasegura; Brasil; A distancia; BRL 140.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health plan

Dental assistance

Meal vouchers

Home office allowance

Wellhub

Birthday day off

English classes

Life insurance

ALURA access

Equipment provided

Fully remote position

Descripción de la vacante

Senhasegura is seeking a Global Support Engineer in Brazil for a fully remote, enterprise-focused role. You will troubleshoot PAM/IAM issues, maintain SLA adherence, and collaborate with cross-functional teams to guide customers through complex scenarios.

Ideal candidates have a CS/IT/engineering background with at least 2 years in technical support, strong English skills, and foundational knowledge of networks, Linux, Windows, and virtualization.

Formación

• Bachelor's degree in CS/IT/Engineering or related field.
• Minimum 2 years of professional experience in technical support, infrastructure or help desk roles.
• Fluent English (written and spoken) for daily client interactions and internal documentation.
• Foundational understanding of Linux, Windows, TCP/IP networks, DNS, VPNs, and virtualization.
• Strong troubleshooting abilities including reading logs, analyzing configs, and debugging system errors.

Responsabilidades

• Troubleshoot issues and bugs related to 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 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.

Conocimientos

Fluent English

Linux fundamentals

Windows fundamentals

TCP/IP networks

DNS and VPNs

Virtualization

Troubleshooting

Communication

Educación

Bachelor's degree in Computer Science / IT / Engineering or related fields

Herramientas

RESTful APIs

Scripting

Container environments

Descripción del empleo

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, daytime, 7am to 7pm.

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.