Global Support Engineer [mid-level]

Senhasegura; Brasil; Teletrabalho; BRL 89 280 - 133 920; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Home office allowance (R$100.00/month)

Birthday Day Off

Access to ALURA courses

Equipment needed for activities

Resumo da oferta

Senhasegura is seeking a Global Support Engineer to provide technical support and troubleshooting related to PAM/IAM functionality. This fully remote position offers a home office allowance, birthday day off, and access to professional development courses.

The ideal candidate will have a Bachelor's degree in Computer Science or related fields and at least 2 years of experience in technical support. Strong communication skills and fluency in English are required. Join us in our journey of transformation!

Qualificações

• Minimum 2 years of professional experience in technical support, infrastructure, or help desk roles.
• Foundational understanding of PAM/IAM solutions is a plus.
• IT certifications in support, infrastructure, or cybersecurity preferred.

Responsabilidades

• Troubleshoot issues related to core PAM/IAM functionality.
• Collaborate with cross-functional teams for effective problem resolution.
• Document support cases clearly and contribute to knowledge repositories.

Conhecimentos

Fluent English (written and spoken)

Troubleshooting abilities

Communication skills

Problem-solving skills

Formação académica

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

Ferramentas

Linux

Windows

TCP/IP networks

DNS

VPNs

RESTful APIs

Descrição da oferta de emprego

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

• 6am to 3pm, Monday to Friday.
• Hiring Model: CLT
• Home office allowance (R$100.00/month)
• Birthday Day Off
• Access to ALURA (technical and personal/professional development courses)
• Equipment needed to carry out the activities.
• Fully remote position.