We are looking for a Senior Support Enablement Engineer to join our global technical support team. This role is focused on accelerating the technical development of our support team by designing and delivering practical enablement programs aligned with our Identity and Privileged Access Management (PAM) platform. The ideal candidate has strong technical knowledge, outstanding communication skills, and a passion for teaching and internal enablement.
Responsibilities:
Design and execute technical training programs aligned with support KPIs (First Response Time, CSAT, Complexity by Category)
Build and maintain simulation labs using technologies such as Vaults, PEDM, SAML, OAuth, LDAP, SCIM, and Linux environments
Lead and automate onboarding for new support engineers, reducing the load on senior analysts
Generate and maintain technical documentation, troubleshooting playbooks, training videos, and tutorial materials
Map technical knowledge gaps by analyzing real incidents and support performance data
Collaborate with Product, Engineering, QA, and Partner Enablement teams to align training materials with the product roadmap
Ensure the team effectively uses dedicated time for continuous learning and capability development
Qualifications:
Bachelor’s degree in Computer Science, Engineering, Information Systems, or related technical fields
5+ years in technical support, enablement, SRE, or sysadmin roles with strong knowledge of IT infrastructure and security
Experience with Linux, command line, and hands-on lab creation (Docker, VMs)
Comfortable creating technical training materials and facilitating knowledge-sharing sessions
Strong communication skills applied to a technical audience
Fluent in English (written and spoken)
Nice to Have:
Experience in cybersecurity market
Experience working with support or engineering teams in global SaaS companies
Technical training certifications
Benefits:
Hiring model: CLT (Brazilian labor law model);
Health plan - SulAmérica (no co-payment);
Meal vouchers (R$1,100.00/month) - CAJU;
Home office allowance (R$100.00/month);
Wellhub subscription (healthy lifestyle benefits);
Birthday day off;
English classes;
Access to ALURA (courses for technical and personal/professional development);
All necessary equipment provided;