USD per year
Team Lead, Technical Support
Brazil Global Customer Experience 6 Support Operations / Permanent / Remote About Us Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos9 complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. Role Summary At Sophos, we9re on a mission to empower organizations to secure their digital future. We9re looking for a dynamic and experienced Team Lead, Technical Support to join our Global Support Services team. In this role, you9ll lead a team of talented support engineers, ensuring exceptional customer experiences while driving operational excellence in a fast-paced, follow-the-sun support model. This is a unique opportunity for a trilingual leader (English, Spanish, and Portuguese) who thrives in a collaborative, customer-centric environment and is passionate about cybersecurity, automation, and team development.
What You Will Do
- Lead, coach, and mentor a team of Technical Support Engineers, fostering a culture of continuous learning and high performance.
- Manage team schedules and ensure optimal staffing levels to meet forecasted support demand.
- Monitor support queues and allocate resources effectively to maintain service levels.
- Provide hands-on assistance during critical incidents and high-priority escalations.
- Oversee case distribution and ensure timely resolution or escalation of support cases.
- Conduct regular case audits to identify coaching opportunities and drive process improvements.
- Collaborate with global teams to ensure seamless case handovers across regions.
- Analyze support trends and recurring issues to recommend and implement improvement initiatives.
- Partner with the Escalation, Training, and Knowledge Management teams to enhance support readiness and documentation.
- Contribute to the development and review of knowledge base articles.
- Act as a backup to the Support Manager when needed, including escalation handling and operational oversight.
- Prepare and present case reports and performance metrics to leadership.
What You Will Bring
- Fluency in English, Spanish, and Portuguese 6both written and verbal 6for effective customer engagement and internal collaboration.
- 3+ years of hands-on experience with endpoint security products (e.g., antivirus, device encryption, EDR).
- 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 (e.g., ServiceNow, Zendesk, Jira Service Management).
- Ability to analyze and visualize data , including generating reports and dashboards using tools like Power BI.
- Experience or willingness to work with automation tools such as Power Automate or similar platforms.
- Proven ability to drive customer satisfaction and team performance.
- A 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.
ophos is a leading global security services, software, and hardware company, driven by a vision to make powerful cybersecurity accessible to practically anyone.
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