Description

You will provide technical support for cybersecurity products, covering endpoint and network security solutions.

Responsibilities

• Troubleshoot and resolve complex technical issues to minimize client downtime.
• Collaborate with internal teams and vendors to address escalated problems.
• Document technical resolutions and author knowledge base articles for recurring issues.
• Provide mentorship and training to L1 support staff to improve team capabilities.
• Maintain accurate records of all customer interactions and support activities.

Required Skills

• 3-5 years of experience in L2 cybersecurity technical support.
• 1-2 years of experience in L1 technical support roles.
• Expertise in endpoint and network security solutions.
• Strong understanding of core cybersecurity concepts and products.
• Proficiency in diagnosing and resolving issues with security tools.
• Mandatory fluency in written and verbal English.
• Mandatory fluency in written and verbal Portuguese.
• Experience managing client inquiries and following up to ensure resolution.

Key Skills

Education

Not specified