Support Engineering Coordinator LATAM

We are looking for a Support Engineering Coordinator to lead our
international
technical support team. This role combines strong technical background in cybersecurity and infrastructure with leadership skills to manage a remote support team across multiple time zones
(LATAM, APAC)
. The ideal candidate has experience in technical leadership roles, thrives in a fast-paced SaaS support environment, and is comfortable acting as a bridge between customers, product, engineering, and operations.

Responsibilities:

• Lead and manage a global team of Technical Support Engineers (L2/L3), ensuring performance, operational health and career development

• Organize team routines: 1:1 meetings, feedback cycles, performance tracking, coaching sessions

• Monitor and manage ticket queues, ensuring prioritization, load balance and SLA compliance across time zones

• Act as the coordinator for critical escalations, engaging dir...