The company is a multinational with presence in 14 countries throughout America, trajectory in the Telecommunications & IT sector and the best work team, we believe in offering services and products that allow the humanized use of technology connecting it with society. Key Responsibilities: ● Incident resolution according to established SLAs. ● Root cause analysis of product issues. ● Customer case handling (end customers and internal) ● Provide leadership during customer escalations and emergencies. ● Analysis of logs, metrics, pcap files, and customer scenarios. ● Reproducing and fixing product issues. ● Coordination with R&D teams to develop solutions. ● Conducting Baseline Verification Tests (BVT) ● Maintenance of product support processes. ● Clear documentation of solutions and issues. Additional Responsibilities: ● 8×5 support during US Central business hours. ● Willingness to handle P1/P2 cases in 24×7 mode on an on-call basis. ● Management of the company’s Salesforce ticketing system. ● Ability to connect remotely with customers to troubleshoot issues. ● Generate critical incident reports and root cause analysis. Technical Requirements: ● Minimum 4+ years experience in technical support environments with emphasis on case handling. ● Experience working with Unix/Linux operating systems. ● Experience using K8S clusters, Helm charts. ● Knowledge in Cloud Native, Containerization, Docker. ● PKI Certificated (mandatory) ● Preferred: Understanding of security products (Certificate Management) Soft Skills: ● Expert communicator with excellent written and verbal skills in English. ● Ability for effective virtual collaboration. ● Availability for flexible schedule with some overlap with Portugal time zone.