Trilingual Technical Support L1, L2, and Team Lead

Summary

Join Stralynn Consulting Services as a Technical Support Specialist (L1, L2, or Team Lead) in our India or US office. These roles provide technical support to cybersecurity customers, requiring fluency in English, Portuguese, and Spanish. Responsibilities include troubleshooting technical issues, collaborating with team members, and documenting solutions. L1 requires 3+ years of experience, L2 requires 5+ years, and the Team Lead role requires 8+ years of experience, including leadership experience. The ideal candidate possesses strong technical skills and excellent communication abilities. Specific responsibilities and requirements vary depending on the level.

Requirements

• 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
• 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
• 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

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
• 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
• 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