Technical Support Leader (Remote)

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. Requirements 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; Benefits 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.