Technical Support Leader (Remote)

Axur

3d • Remote

About The Position

At Axur, innovation is in our DNA. We're on a mission to make the internet safer by delivering external cybersecurity solutions to clients around the world. Our culture values autonomy, customer focus, and smart results within a flexible, collaborative environment. We’re hiring a Technical Support Leader to drive excellence in our technical support operations, ensuring high-quality service delivery and continuous improvement in customer experience. This role is ideal for a strategic and hands-on leader who thrives in fast-paced environments, has a strong technical background in cybersecurity, and is passionate about developing people and processes. You’ll be part of a highly collaborative Support team, working closely with Engineering, Product, and Customer Success to enhance our solutions and deliver outstanding results. This is a fully remote position open to candidates worldwide. Our selection process is 100% online and inclusive, if you need any accommodations, just let us know in the application form. A typical workday might include: Leading, coaching, and developing a team of technical support analysts focused on our cybersecurity product; Managing the end-to-end support workflow using Salesforce as the central Service Desk tool; Creating and monitoring dashboards, KPI reports, and performance metrics such as SLA, CSAT, FCR, and average resolution time; Acting as the main escalation point (Tier 3/Escalation) for critical security incidents and complex customer issues; Identifying process bottlenecks and proposing automation or workflow improvements within Salesforce; Conducting 1:1 meetings, performance reviews, and continuous feedback sessions; Collaborating with Engineering, Product, and Customer Success to report recurring bugs and improvement opportunities; Ensuring the continuous update of internal and external Knowledge Base documentation.

Requirements

• Proven experience leading or coordinating Technical Support teams (Tier 1, Tier 2, or Tier 3) in the technology sector, preferably in B2B environments
• Hands-on experience with Salesforce or equivalent tools for ticket management, reporting, queue configuration, and data analysis
• Solid technical knowledge of cybersecurity concepts such as Networks, Firewalls, Endpoint Protection, TCP/IP, DNS, VPNs, and log analysis
• Strong analytical skills to translate data into actionable plans
• Excellent written and verbal communication skills, with the ability to manage customers during critical incidents
• Ability to balance empathy in people management with accountability for performance and technical excellence
• Proficiency in Portuguese and English

Nice To Haves

• Cybersecurity certifications such as CompTIA Security+, CEH, CISSP, or similar
• Active Salesforce certifications such as Salesforce Administrator or Service Cloud Consultant
• Previous experience supporting SaaS security platforms or SIEM/EDR solutions

Responsibilities

• Leading, coaching, and developing a team of technical support analysts focused on our cybersecurity product
• Managing the end-to-end support workflow using Salesforce as the central Service Desk tool
• Creating and monitoring dashboards, KPI reports, and performance metrics such as SLA, CSAT, FCR, and average resolution time
• Acting as the main escalation point (Tier 3/Escalation) for critical security incidents and complex customer issues
• Identifying process bottlenecks and proposing automation or workflow improvements within Salesforce
• Conducting 1:1 meetings, performance reviews, and continuous feedback sessions
• Collaborating with Engineering, Product, and Customer Success to report recurring bugs and improvement opportunities
• Ensuring the continuous update of internal and external Knowledge Base documentation

Benefits

• Home office setup allowance (R$2,000 in your first month) + flexible benefit (R$990/month)
• Top-tier health, dental, and life insurance plans
• Annual bonus + potential stock option plan (equity)
• Anywhere Office: remote work + super flexible hours
• Wellness: Wellhub
• Development culture: 360º feedback, IDPs, and partnerships (Coursera, Udemy, MBA USP/ESALQ, and more)
• Recognition & rewards: internal awards and referral bonuses
• Inclusive parental leave for all family formats

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed