Team Lead, Technical Support

Fluency in English, Spanish, and Portuguese (written and verbal). 3+ years of hands-on experience with endpoint security products. At least 1 year of experience leading or supervising a technical support team. Strong troubleshooting skills across operating systems, networking, servers, and virtual environments. Familiarity with IT Service Management (ITSM) systems. Ability to analyze and visualize data using tools like Power BI. Experience or willingness to work with automation tools. Proven ability to drive customer satisfaction and team performance. Proactive mindset with a passion for technology and continuous improvement. Experience working in a global, fast-paced technical support environment. Prior experience with a technology product vendor is a plus.

Lead, coach, and mentor Technical Support Engineers. Manage team schedules and ensure optimal staffing. Monitor support queues and allocate resources. Provide hands-on assistance during critical incidents. Oversee case distribution and ensure timely resolution. Conduct case audits for coaching and process improvement. Collaborate with global teams for seamless case handovers. Analyze support trends to implement improvements. Partner with Escalation, Training, and Knowledge Management teams. Contribute to knowledge base development. Act as backup to the Support Manager. Prepare and present case reports and performance metrics.