Job Description Position Profile We are looking for a person with strong analytical skills, customer service focus, and technical leadership, capable of coordinating and empowering the team responsible for handling requests and incidents related to advanced technological platforms implemented within high-level organizations. Main Responsibilities* Lead the technical support team responsible for managing and escalating client requests and incidents. * Ensure compliance with service level agreements (SLAs) established with each client. * Guarantee traceability, proper prioritization, and efficient resolution of cases. * Participate in the technical validation of solutions prior to escalation to engineering teams. * Coordinate on-call shifts and after-hours support strategies. * Promote best practices, documentation, training, and continuous improvement within the team. Required Technical Knowledge* Computer networks: IP addressing, routing, switching, DNS, DHCP, NAT, etc. * Cybersecurity platforms: a. VPN / ZTNA / WAF / Firewalls / IPS / EDR b. Antivirus and anti-malware consoles c. Anti\-DDoS, proxies, CASB, DLP, cloud security (SaaS/IaaS) * Network monitoring and analysis tools (Wireshark, tcpdump, NetFlow, etc.) * Servers and Active Directory (users, groups, policies) * Optical transport platforms (DWDM) and bandwidth shapers * Proficiency in interpreting network packet captures and event correlation. Key Competencies* Analytical thinking and problem-solving orientation * Empathetic leadership with results focus * Effective communication with technical teams and clients * Decision-making ability under pressure * Organization and simultaneous management of multiple tasks Apply now We are a company specializing in marketing advanced cybersecurity technology solutions, providing comprehensive support from pre-sales through post-sales; we offer specialized services in network management and mission-critical technologies. We are seeking a Technical Support Coordinator with solid experience in security platforms, technical leadership, and a strong focus on SLA compliance. View all \>