Support Engineering Coordinator (Remote/BR)

We are looking for a Support Engineering Coordinator to 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&rsquo

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

Sobre a empresa

:

WE ARE LEADERS!

Join the Segura's Team

We&rsquo

re shaping the future of cybersecurity.

Segura&trade

is a global cybersecurity company and a leading Brazilian PAM provider, with 20+ years of experience and a growing team across 3 continents. We build technology that protects digital identities, prevents privilege abuse, and helps organizations operate securely in an increasingly connected world.

But technology is only part of our story. People are at the heart of everything we do.

We believe great results come from collaboration, ownership, energy, and the constant drive to improve. Our culture is built around six values:

Ubuntu : "I am because of what we are"

Client : "The customer is at the center of everything we do"

Energy : "We always go with full power"

Results : "&zwj

Focus on tangible results, with a data-driven approach''

Joy : "Positive attitude to create a light environment"

Change : "We are not afraid to review everything and change if necessary"

Build the future with us

We&rsquo

re always looking for talented people who are passionate about technology, driven by impact, and excited to build something meaningful with us.

Explore opportunities across all of our teams!

Ready to make an impact? Join Segura&trade

and help us protect the digital world.