Global Support Analyst [LATAM]

Description

Please submit your resume in Spanish — it's a plus!\*\* As a Global Support Engineer, you will have the opportunity to contribute to the transformation of a rapidly growing company while gaining exposure to diverse international cultures. Do you want to be part of this transformation? Then this role is for you! Responsibilities: * Resolve issues and bugs related to the core functionality of PAM/IAM and its integrations. * Maintain high responsiveness on support tickets and meet Service Level Agreements (SLA). * Collaborate with cross-functional teams, providing accurate updates and guidance to customers. * Escalate complex or high-impact issues to the appropriate internal teams with proper context. * Document each support case clearly and actively contribute to the team’s knowledge repositories. * Analyze recurring incidents to recommend improvements in documentation, automation, or platform features. * Support enterprise and strategic customers through end-to-end incident management and tracking. * Stay up to date on product updates and feature releases to better advise customers. Requirements: * Bachelor’s degree (or equivalent experience) in Computer Science, IT, Engineering, or related fields. * Minimum 2 years of professional experience in technical support, infrastructure, or help desk roles. * Fluent English (written and spoken): essential for daily customer interaction and internal documentation. * Basic knowledge of Linux, Windows, TCP/IP networking, DNS, VPN, and virtualization. * Demonstrated problem-solving skills, including log analysis, configuration review, and system error debugging. * Excellent communication and problem-solving skills, with accountability for delivering results. Desirable: * Familiarity with PAM/IAM solutions (e.g., CyberArk, BeyondTrust, Delinea). * Understanding of access control concepts such as LDAP, AD, MFA, and credential storage. * Experience with RESTful APIs, command-line scripting, or containerized environments. * IT certifications in support, infrastructure, or cybersecurity (e.g., CompTIA, ITIL). Working Hours: Monday to Friday, from 9:00 AM to 6:00 PM. Benefits: * Employment type: "CLT"; * Health insurance (no co-payment) \- Sulamérica; * Dental insurance (no co-payment) \- Sulamérica; Meal vouchers (R$ 1\.210,00/month) \- CASHEW; * Remote work allowance (R$ 100.00/month); * Wellhub; * Birthday leave; * English classes; * Access to ALURA (technical, personal, and professional development courses); * Necessary equipment to perform job activities; * Fully remote work.