Support Engineering Coordinator (Remote/BR)

Senhasegura; Brasil; Remote; BRL 180,000 - 240,000; Full time

Job summary

Senhasegura is seeking a Support Engineering Coordinator to lead our international technical support team. The role combines strong cybersecurity and infrastructure expertise with leadership to manage a remote team across multiple time zones (APAC/MENA/NA).

You will act as a bridge between customers, product, engineering and operations to ensure top-tier service. The ideal candidate has 5+ years in technical leadership within SaaS support, excellent communication, and experience supervising

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical fields.
• 5+ years 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).

Responsibilities

• 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).

Skills

Leadership

Incident management

Stakeholder management

Remote team leadership

Communication

SRE/NOC experience

Multicultural teams

English fluency

Education

Bachelor's degree

Tools

ServiceNow

Jira

Job description

We are looking for aSupport Engineering Coordinatorto 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.

Responsibilities:

• 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)

Working hours:

• 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