Senior Technical Support Engineer
Job Summary
To support advanced technical operations in cybersecurity, the full-time Senior Technical Support Engineer will manage customer escalations, perform complex troubleshooting, and ensure operational excellence while working remotely in Portugal.
Key responsibilities
- Act as the primary escalation point for critical customer issues, leading hands-on troubleshooting for complex break-fix scenarios
- Engage directly with customers during high-impact incidents, providing status updates and translating technical findings into actionable guidance
- Collaborate with Engineering, Product, DevOps, and SOC teams to advocate for supportability and influence product improvements
Required qualifications
- 5+ years of experience in technical support, systems engineering, or security operations
- Deep understanding of SIEM architectures, log pipelines, and network protocols
- Hands-on experience with cloud platforms (AWS, Azure, GCP) and security technologies (firewalls, IDS/IPS, EDR, IAM)
- Fluency in Portuguese is a must for this role
- Experience supporting enterprise or MSSP customers in a 24/7 global support environment
Complete Job Description
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