*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:
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Troubleshoot issues and bugs related to the core PAM/IAM functionality and its integrations
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Maintain high responsiveness on support tickets and meet SLA expectations
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Collaborate with cross-functional teams while providing accurate updates and guidance to customers
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Escalate advanced or high-impact issues to the right internal teams with proper context
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Document each support case clearly and contribute actively to the team's knowledge repositories
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Analyze recurring incidents to recommend improvements in documentation, automation, or platform features
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Help enterprise and strategic customers through issue ownership and end-to-end follow-up
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Stay informed about product updates and feature releases to better advise customers
Requirements:
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Bachelor’s degree (or equivalent experience) in Computer Science, IT, Engineering, or related fields
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Minimum 2 years of professional experience in technical support, infrastructure, or help desk roles
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Fluent English (written and spoken) – required for daily client interactions and internal work documentation
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Foundational understanding of Linux, Windows, TCP/IP networks, DNS, VPNs, and virtualization
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Demonstrated troubleshooting abilities including reading logs, analyzing configs, and debugging system errors
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Strong communication and problem-solving skills with accountability for support outcomes
Nice to Have:
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Knowledge of PAM/IAM solutions (CyberArk, BeyondTrust, Delinea, etc.)
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Familiarity with access control concepts such as LDAP, AD, MFA, credential vaulting
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Some exposure to RESTful APIs, command-line scripting, or containerized environments
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IT certifications in support, infrastructure, or cybersecurity (CompTIA, ITIL, etc.)
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;
- Access to ALURA (technical and personal/professional development courses)
- Equipment needed to carry out the activities.
- Fully remote position.
