Team Lead, Technical Support

Sophos; Brazil (IN); Remote; USD 85,000 - 110,000; Full time

Job summary

A leading cybersecurity organization is seeking a Technical Support Manager to lead a team of engineers. Responsibilities include mentoring team members, managing support schedules, and providing hands-on assistance during critical incidents. Qualified candidates will have strong troubleshooting skills and experience in endpoint security products. This position offers a remote-first working model and opportunities for career advancement.

Benefits

Opportunity for career advancement

Remote-first working model

Employee-led diversity and inclusion networks

Monthly wellbeing webinars

Qualifications

• 3+ years of hands-on experience with endpoint security products.
• At least 1 year of experience leading a technical support team.
• Familiarity with IT Service Management (ITSM) systems.

Responsibilities

• Lead, coach, and mentor a team of Technical Support Engineers.
• Manage team schedules and staffing levels effectively.
• Provide assistance during critical incidents and high-priority escalations.
• Oversee timely resolution of support cases.

Skills

Fluency in English

Fluency in Spanish

Fluency in Portuguese

Strong troubleshooting skills

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

Overview

Why consider this job opportunity:

Opportunity for career advancement and growth within a leading cybersecurity organization; Remote-first working model with flexibility for most employees; Employee-led diversity and inclusion networks that foster community and advocacy; Participation in annual charity initiatives and volunteer days to support local communities; Monthly wellbeing webinars and training to support employee health and wellness; Engaging global fitness and trivia competitions to promote a healthy work-life balance.

What to Expect (Job Responsibilities)

• Lead, coach, and mentor a team of Technical Support Engineers, promoting continuous learning and high performance
• Manage team schedules and staffing levels to meet support demand effectively
• Provide hands-on assistance during critical incidents and high-priority escalations
• Oversee case distribution and ensure timely resolution or escalation of support cases
• Analyze support trends and recommend improvement initiatives based on data

What is Required (Qualifications)

• Fluency in English, Spanish, and Portuguese—both written and verbal
• 3+ years of hands-on experience with endpoint security products
• At least 1 year of experience leading or supervising a technical support team
• Strong troubleshooting skills across operating systems, networking, servers, and virtual environments
• Familiarity with IT Service Management (ITSM) systems such as ServiceNow, Zendesk, or Jira Service Management

How to Stand Out (Preferred Qualifications)

• Experience or willingness to work with automation tools such as Power Automate
• Proven ability to drive customer satisfaction and team performance in a global, fast-paced environment
• Prior experience with a technology product vendor

#Cybersecurity #TechnicalSupport #RemoteWork #DiversityAndInclusion #CareerGrowth

"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."