At Axur, innovation is in our DNA.

Local

São Paulo - SP

Remoto

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

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

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

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

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.

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

Technical Support Leader