Lumu Technologies is seeking a highly motivated Support Lead with technical expertise and leadership skills. Your primary objective will be to lead, guide, and empower the support engineering team, ensuring that requests and/or incidents on our platform are resolved as quickly and efficiently as possible with the best possible service.
Responsibilities:
- Lead the Support Team: Direct, train, and evaluate the performance of the support engineering team (Level 1 and Level 2).
- Point of Escalation: Act as the primary escalation point for complex or high-priority incidents, coordinating with the support team to ensure a fast and effective resolution.
- KPI Management: Ensure operational KPIs are met, specifically focusing on Response Times and SLAs.
- Customer Satisfaction: Guarantee exceptional service delivery from the support team to maintain high customer satisfaction levels.
- Process Improvement: Build and optimize internal support team processes to drive operational efficiencies.
- Cross-Functional Collaboration: Work closely with the Product, Cyber Threat Intelligence, and Customer Relations Management teams.
Required Skills and Experience
Experience:
- 5+ years of experience in Cybersecurity (IT Security and/or Information Security) or SOC environments.
- 2+ years leading and coordinating teams.
- Technical Background: Experience managing and/or technical knowledge of security platforms such as: Next-Generation Firewalls (NGFW), EDR/XDR, Proxies, WAF, VPNs, and IPS/IDS.
- Infrastructure & Cloud: Strong knowledge of networking, as well as Cloud Infrastructure (AWS, GCP, and Azure).
- Frameworks & OS: Experience in incident management and familiarity with compliance standards such as ISO 27001, SOC, and NIST. Proficiency in Windows and Linux operating systems.
Skills:
- Team leadership and mentoring capabilities.
- Ability to work under pressure.
- Task prioritization and time management.
- Excellent communication and interpersonal skills.
- Patience and active listening skills.
- Passion for customer service.
- Ability to define, monitor, and report operational KPIs.
Desirable Certifications:
- ITIL v4+
- ISO/IEC 27001
- CEH, GIAC GCIH, SOC Analyst , CISSP
Languages:
- Spanish and English.
- Portuguese is a plus
Apply by sending your resume to: [email protected]