Global Support Engineer [mid-level]

*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, nighttime, 7pm to 7am. 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.

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

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

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.