Support Manager [Cybersecurity - Hybrid-SP]

Segura; São Paulo; Híbrido; BRL 250 000 - 420 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Home office allowance – R$100.00/month

Wellhub subscription

Day off on your birthday

English language classes

Access to ALURA

Life Insurance

All equipment provided

Resumo da oferta

Segura is seeking a Support Engineering Manager to lead its global customer support operation, driving dependable, empathetic, and technically credible service across regions and time zones. You will guide escalations, coordinate specialists, and measure success by service outcomes, team capability, and customer confidence.

As a hands-on operational and people leader, you will strengthen 24x7 coverage, establish consistent rhythms, improve SLA/backlog performance, elevate customer communication,

Qualificações

• 7+ years in B2B tech support or related field.
• 3+ years leading teams across multiple regions with 24x7 coverage.
• Experience coordinating high-severity enterprise incidents.
• Knowledge of enterprise software, logs, PAM/Identity Security preferred.
• Practical ITSM judgment with minimal bureaucracy; strong coaching.
• Fluent in Brazilian Portuguese and English; Spanish desirable.
• Hybrid work in São Paulo, Brazil.

Responsabilidades

• Lead Global 24x7 Operations and ensure queue health.
• Design scalable operating models with follow-the-sun handovers.
• Define and audit service standards and incident follow-ups.
• Lead major incidents with clear ownership and stakeholder comms.
• Establish cadence for SLA, backlog, CSAT, and workload metrics.
• Foster outcomes-focused culture and cross-functional collaboration.
• Mentor team leads with regular 1:1s and development plans.
• Reduce key-person dependencies via runbooks and cross-training.
• Apply ITSM practices across incident, problem, knowledge, escalation.
• Collaborate with Product, Engineering, Deployment, CS, and Sales.
• Oversee workforce capacity, hiring, onboarding, and automation adoption.

Conhecimentos

B2B Leadership

Global 24x7 Management

Operational Dashboards

Incident Management

Cybersecurity Literacy

ITSM Practices

People Leadership

Portuguese & English

Descrição da oferta de emprego

We’re looking for a Support Engineering Manager to lead Segura’s global customer support operation, driving dependable, empathetic, and technically credible service across regions and time zones. This role is critical in turning a technically capable team into a mature global support function where every case has a clear owner, critical incidents are handled calmly, handovers are reliable, and enterprise customers and partners feel informed and cared for. As an operational and people leader, you will understand enterprise software and identity security deeply enough to guide escalations and coordinate specialists, while measuring your success by service outcomes, team capability, and customer confidence. Your role will focus on strengthening global 24x7 coverage, establishing consistent operating rhythms, improving SLA and backlog performance, elevating the quality of customer communication, and removing single-point dependencies on senior technical experts.

Main Responsibilities

• Lead Global 24x7 Operations: Accountable for overall performance and customer outcomes of the global support operation, ensuring queue health, shift coverage, service continuity, case ownership, and fulfillment of customer commitments.
• Design & Scale Operating Models: Build and continuously improve a scalable 24x7 operating model, including clear regional coverage, follow-the-sun handovers, management escalation paths, on-call arrangements, and contingency plans.
• Drive Service Standards & Process Controls: Define, operationalize, and audit clear standards for case acknowledgment, diagnosis, customer communication, escalation, resolution, closure, documentation, and post-incident follow-ups.
• Lead Major Incidents & Escalations: Ensure major incidents are managed with an assigned incident owner, timely decision-making, predictable stakeholder communication, and root-cause follow-through; step in directly when management intervention is required.
• Establish Performance & Quality Cadence: Build a visible cadence covering backlog, SLA attainment, response/resolution times, reopen rates, escalation volume, CSAT, workload distribution, case quality, and recurring complaint trends.
• Build an Outcome-Oriented Support Culture: Foster a team culture where Support owns customer outcomes—not just ticket processes—ensuring analysts solve the real customer problem with clarity and empathy.
• Develop & Mentor Team Leadership: Lead, coach, and hold team leaders and coordinators accountable through regular 1-on-1s, performance reviews, coaching, and clear development plans.
• Eliminate Key-Person Dependencies: Reduce operational reliance on individual technical experts by establishing domain ownership, cross-training, runbooks, knowledge management, shadowing, and succession planning.
• Apply Lightweight ITSM Practices: Strengthen incident, problem, major incident, knowledge, and escalation management through practical ITSM practices, converting recurring operational failures into measurable improvements.
• Cross-Functional Collaboration: Partner with Product, Engineering, Deployment, Customer Success, and Sales to address recurring product, deployment, or process issues with clear corrective action plans.
• Workforce & Capacity Planning: Own capacity planning, hiring, onboarding quality, shift readiness, and role clarity while driving the adoption of automation, AI, self-service, and proactive support practices.

Main Requirements

• B2B Tech Support Leadership: At least 7 years of experience in B2B technology support, technical customer operations, or a closely related environment (cybersecurity or enterprise SaaS strongly preferred).
• Multi-Region / 24x7 Team Management: At least 3 years leading support professionals and team leaders in an operation serving multiple regions or providing 24x7 coverage (follow-the-sun). Operational Performance & Data Mastery: Proven ability to build and run operational dashboards covering SLAs, backlog age, response/resolution times, reopen rates, CSAT, workload, and trends.
• Incident & Major Incident Expertise: Demonstrated track record of coordinating high-severity enterprise incidents with clear ownership, communication cadences, recovery, executive escalations, and root-cause reviews.
• Enterprise Software & Cybersecurity Literacy: Understanding of complex enterprise software deployments, integrations, upgrades, logs, access controls, and security-sensitive troubleshooting (experience with PAM or Identity Security is strongly preferred).
• Practical ITSM Judgment: Hands-on experience applying incident, problem, major incident, knowledge, and escalation management without adding unnecessary bureaucracy. People Leadership & Coaching: Strong capability to coach technical talent, address performance gaps, build succession plans, and drive cultural change. Language Proficiency: Professional fluency in Brazilian Portuguese and English (both written customer communication and live incident leadership); Spanish is a desirable advantage.
• Location: Ability to work in a hybrid setup based out of São Paulo, Brazil.

What we offer:

• Hiring Model: PJ;
• Home office allowance – R$100.00/month;
• Wellhub subscription (well-being benefit);
• Day off on your birthday;
• English language classes;
• Access to ALURA (tech and career development courses);
• Life Insurance;
• All equipment provided;