Technical Support Specialist

Key Responsibilities

For L2 Technical Support Specialists :

Provide advanced technical support for cybersecurity products, including endpoint and network security solutions.
Troubleshoot and resolve complex technical issues, ensuring minimal downtime for clients.
Collaborate with internal teams and vendors to resolve escalated issues.
Document resolutions and create knowledge base articles for recurring issues.
Conduct training and mentorship for L1 support staff to enhance their technical capabilities.

For L1 Technical Support Specialists

Serve as the first point of contact for client technical inquiries related to cybersecurity products.
Provide basic troubleshooting and problem resolution for endpoint and network security issues.
Escalate unresolved or complex issues to the L2 Technical Support team.
Maintain accurate records of customer interactions and support activities.
Follow up with clients to ensure satisfaction and issue resolution.

Requirements

Language Proficiency : Fluency in English, Portuguese- (both written and verbal) is mandatory.

Experience

L2 Technical Support: Minimum 3-5 years of experience in cybersecurity technical support with expertise in endpoint and network security solutions.

L1 Technical Support: Minimum 1-2 years of experience in technical support roles, preferably in the cybersecurity domain.

Technical Skills

Strong understanding of cybersecurity concepts and products.
Proficiency in diagnosing and resolving technical issues related to endpoint and network security tools.