Technical Support L1,L2 and Team Lead Positions with all three Trilingual Languages skills (English , Portuguese and Spanish Language) for Cyber Security Products

Stralynn Consulting Services is looking for a Technical Support Specialist L1 ,L2 and Team Lead to join our team in our INDIA ,US office. This person will provide technical Support to Cyber Security customers.    

The ideal candidate will have a strong technical background and Trilingual Resource
 

For all three positions L1 ,L2 and Team Lead
Technical Support in Trilingual (English , Portuguese and Spanish)
Cybersecurity Domain Technical Support for two products NSG and ESG (NSG -Network Security Group , ESG – Enterprise Support Group End Point Products)
Time zone expected is 9am to 8pm in two shift in Brazil Time zone
Location – India , US , Brazil, Portuguese and Spain, North America  

L1 Technical Support in Trilingual (English , Portuguese and Spanish
Role Overview:
Provide technical support to global customers and partners for Firewall/UTM Protection products. Ensure high-quality resolution of customer issues while adhering to support agreements.
Key Responsibilities:

• Deliver world-class technical support via phone, email, chat, and other channels.
• Troubleshoot and resolve installation, configuration, and network issues across Windows, Linux, Mac, and Unix systems.
• Collaborate with team members and senior engineers to ensure efficient resolutions.
• Document solutions and contribute to self-help resources for customers and partners.
• Actively participate in improving team processes and policies.

• Minimum 3+yrs experience
• Strong understanding of networking, including IPv4 subnets, firewalls, and routing.
• Knowledge of Windows and Linux command-line interfaces and tools like Wireshark and tcpdump.
• Familiarity with cryptography, including PKI and encryption methods.
• Excellent problem-solving, communication, and customer service skills.
• Fluency in English, Portuguese, and Spanish.

• Handle complex technical cases involving advanced system configurations and security issues.
• Utilize tools such as Process Monitor, Process Explorer, and PowerShell for diagnostics.
• Provide feedback to improve technical support procedures.
• Mentor L1 engineers and contribute to knowledge-sharing initiatives.
• Collaborate on process improvements with management and peers.

• Minimum 5 yrs experience
• In-depth knowledge of Windows OS, registry, network protocols (HTTP, DNS), and boot processes.
• Familiarity with Active Directory, PowerShell scripting, and Linux/Mac command-line interactions.
• Experience troubleshooting endpoint security products, malware remediation, and mobile device management.
• Strong customer focus and the ability to manage complex problem-solving scenarios.
• Fluency in English, Portuguese, and Spanish.

• Lead a team of engineers, providing coaching, mentoring, and performance management.
• Manage staffing and monitor engineer resources to meet service requirements.
• Oversee case distribution, SLA adherence, and backlog reviews.
• Support critical incidents and provide backup management when required.
• Collaborate with global teams to create knowledge base articles and training materials.
• Identify process improvements and drive initiatives to enhance customer experience.

• Minimum 8 years of experience with endpoint security products.
• At least 8 year of experience in a leadership role within a technical support team.
• Strong technical troubleshooting skills across network equipment, operating systems, and virtual environments.
• Exceptional interpersonal, communication, and leadership abilities.
• Fluency in English, Portuguese, and Spanish.

Please Apply and upload your resume and send us the details .