Job Description
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.
Indispensable 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.
Bonus points if you have:
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;
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.
