Technical Support Manager (Remote, BRA)

📍 Job Overview

• Job Title: Technical Support Manager (Remote, BRA)
• Company: CrowdStrike
• Location: Brazil - Remote
• Job Type: Full-Time
• Category: Management - Technical Support
• Date Posted: 2025-08-08
• Experience Level: 5-10 years
• Remote Status: Remote Solely

🚀 Role Summary

CrowdStrike, a global leader in cybersecurity, seeks a Technical Support Manager to lead its Technical Support Engineering team in Brazil. This role combines technical expertise, leadership, and customer focus to ensure exceptional support services for internal and external customers. The ideal candidate will have a solid technical background, proven management experience, and a customer-service oriented mindset.

📝 Enhancement Note: This role requires a balance of technical depth and leadership skills to drive a customer-focused team and improve support processes.

💻 Primary Responsibilities

• Team Management: Lead, mentor, and develop a team of technical support engineers, fostering a customer-centric culture.
• Process Improvement: Establish and refine processes, techniques, and tools to ensure timely and accurate support services.
• Case Management: Oversee case management systems, workflows, and escalation management to maintain high service levels.
• Relationship Building: Collaborate with key stakeholders, such as Sales, Engineering, and Product Management, to align services with business requirements.
• Performance Metrics: Measure and report on service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality.
• Training and Development: Assess staff technical skills, identify training needs, and develop programs to enhance skill development.
• Customer Satisfaction: Follow up on customer satisfaction (CSAT) survey results, identify improvement areas, and implement corrective actions when necessary.

📝 Enhancement Note: This role requires a strategic mindset to continuously improve support processes and drive customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor’s Degree or equivalent in a relevant field.

Experience: Proven work experience as a people manager, preferably in a global or remote team environment.

Required Skills:

• Knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Strong leadership and management skills, supporting globally distributed teams.
• Project management experience, preferably on worldwide initiatives.
• Solid technical background with the ability to explain technical concepts to non-technical audiences.
• Excellent written and verbal communication skills in English.
• Customer-service oriented with a problem-solving attitude.

Preferred Skills:

• Familiarity with customer service metrics and CSAT surveys.
• Experience with case management systems and workflow optimization.
• Knowledge of cybersecurity industry trends and best practices.

📝 Enhancement Note: This role requires a unique blend of technical expertise, leadership skills, and customer focus. Candidates with experience in cybersecurity or a related field may have an advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in managing technical support teams, with examples of process improvements and customer satisfaction initiatives.
• Showcase problem-solving skills and ability to explain technical concepts to non-technical stakeholders.
• Highlight any relevant experience in the cybersecurity industry or with enterprise web technologies.

Technical Documentation:

• Provide examples of training materials or documentation developed to enhance technical support skills.
• Demonstrate understanding of service level agreements (SLAs) and key performance indicators (KPIs) through relevant case studies or reports.

📝 Enhancement Note: While a technical portfolio is not required for this role, candidates should be prepared to discuss their technical background and provide examples of their problem-solving abilities.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on market research and the role's requirements, a competitive salary for a Technical Support Manager in Brazil with 5-10 years of experience is approximately BRL 20,000 - 30,000 per month.

Benefits:

• Remote-friendly and flexible work culture.
• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees.
• Employee networks, geographic neighborhood groups, and volunteer opportunities to build connections.
• Vibrant office culture with world-class amenities.

Working Hours: Full-time position with standard business hours, Monday to Friday, 9:00 AM to 6:00 PM (Brazil Time, BRT).

📝 Enhancement Note: The provided salary range is an estimate based on market research and should be verified with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity. CrowdStrike protects the people, processes, and technologies that drive modern organizations by providing the world's most advanced AI-native platform.

Company Size: CrowdStrike is a mid-sized company with a global presence, employing over 2,500 people worldwide. This size allows for a dynamic work environment with ample opportunities for growth and collaboration.

Founded: 2011. CrowdStrike was founded with the mission to stop breaches and has since redefined modern security with its AI-native platform.

Team Structure:

• The Technical Support team is part of the Customer Success organization, which is responsible for ensuring customer satisfaction and driving customer success.
• The team is globally distributed, with members located in various time zones to provide 24/7 support coverage.
• The Technical Support Manager reports directly to the Director of Technical Support.

Development Methodology:

• CrowdStrike follows Agile methodologies for software development and continuous improvement.
• The company emphasizes a customer-centric approach, with a focus on understanding customer needs and delivering exceptional support services.

Company Website: https://www.crowdstrike.com/

📝 Enhancement Note: CrowdStrike's culture is driven by its mission to stop breaches and provide world-class cybersecurity solutions. The company values innovation, collaboration, and customer focus.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level management position, focusing on leading a technical support team and driving customer satisfaction. The ideal candidate will have a solid technical background and proven management experience.

Reporting Structure: The Technical Support Manager reports directly to the Director of Technical Support and is responsible for leading the Technical Support Engineering team.

Technical Impact: This role has a significant impact on customer satisfaction and the overall success of the company. The Technical Support Manager is responsible for ensuring that customers receive exceptional support services and that the team maintains high service levels.

Growth Opportunities:

• Team Expansion: As the company grows, there may be opportunities to expand the Technical Support team and take on additional responsibilities.
• Technical Leadership: With experience and proven success, the Technical Support Manager may have the opportunity to move into a more senior role, such as a Director or Vice President of Technical Support.
• Cross-Functional Collaboration: Working closely with other teams, such as Sales, Engineering, and Product Management, can provide opportunities to learn new skills and take on additional responsibilities.

📝 Enhancement Note: CrowdStrike offers a dynamic work environment with ample opportunities for growth and collaboration. The Technical Support Manager role is well-positioned to drive customer satisfaction and contribute to the company's overall success.

🌐 Work Environment

Office Type: CrowdStrike has a remote-friendly work culture, with employees working from various locations worldwide. The company provides remote work tools and resources to support a productive work environment.

Office Location(s): As a remote-friendly company, CrowdStrike does not have a specific office location for this role. Employees are expected to work from their home office or a co-working space, if preferred.

Workspace Context:

• Remote Work: CrowdStrike provides remote work tools and resources, such as virtual meeting platforms and collaboration software, to support a productive work environment.
• Team Interaction: The Technical Support team is globally distributed, with regular virtual team meetings and one-on-one check-ins to foster collaboration and communication.
• Cross-Functional Collaboration: The Technical Support team works closely with other teams, such as Sales, Engineering, and Product Management, to ensure that support services align with business requirements.

Work Schedule: Full-time position with standard business hours, Monday to Friday, 9:00 AM to 6:00 PM (Brazil Time, BRT). The Technical Support team provides 24/7 support coverage, and employees may be required to work outside of standard business hours as needed.

📝 Enhancement Note: CrowdStrike's remote-friendly work culture provides employees with the flexibility to work from various locations and maintain a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to discuss the role, qualifications, and expectations.
2. Technical Deep Dive: A detailed conversation focused on technical support processes, case management, and problem-solving skills.
3. Behavioral Interview: An in-depth discussion of past experiences, leadership style, and customer service approach.
4. Final Interview: A meeting with key stakeholders to assess cultural fit and address any remaining questions.

Portfolio Review Tips:

• Highlight examples of process improvement initiatives and their impact on customer satisfaction.
• Demonstrate problem-solving skills and the ability to explain technical concepts to non-technical stakeholders.
• Showcase any relevant experience in the cybersecurity industry or with enterprise web technologies.

Technical Challenge Preparation:

• Brush up on technical support processes, case management, and problem-solving skills.
• Familiarize yourself with CrowdStrike's products and services, as well as its mission and values.
• Prepare examples of your leadership style and customer service approach.

ATS Keywords: (Organized by category)

• Management: Team Leadership, Process Improvement, Stakeholder Management, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Customer Satisfaction (CSAT)
• Technical Support: Case Management, Escalation Management, Troubleshooting, Problem-Solving, Customer Service, Technical Support Processes
• Cybersecurity: Enterprise Web Technologies, Security, Cutting-Edge Infrastructures, Industry Trends, Best Practices
• Soft Skills: Communication, Leadership, Problem-Solving, Customer Focus, Team Development, Collaboration

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and customer service approach. Candidates should be prepared to discuss their experience in managing technical support teams and driving customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not applicable for this role)

Backend & Server Technologies:

• CrowdStrike's products and services are built on a robust, cloud-based infrastructure.
• The Technical Support team interacts with various tools and platforms, such as case management systems, ticketing systems, and customer relationship management (CRM) software.

Development & DevOps Tools:

• CrowdStrike uses Agile methodologies for software development and continuous improvement.
• The company employs various project management tools, such as Jira and Confluence, to facilitate collaboration and track progress.
• CrowdStrike's remote work tools and resources include virtual meeting platforms, such as Zoom, and collaboration software, such as Microsoft Teams.

📝 Enhancement Note: While this role does not require specific technical expertise in web development or server administration, a solid understanding of enterprise web technologies, security, and cutting-edge infrastructures is essential for success.

👥 Team Culture & Values

Web Development Values: (Not applicable for this role)

Collaboration Style:

• Cross-Functional Integration: The Technical Support team works closely with other teams, such as Sales, Engineering, and Product Management, to ensure that support services align with business requirements.
• Code Review Culture: CrowdStrike follows Agile methodologies for software development and continuous improvement, with a focus on code review and quality assurance.
• Knowledge Sharing: CrowdStrike fosters a culture of knowledge sharing and continuous learning, with regular training opportunities and internal resources.

📝 Enhancement Note: CrowdStrike's culture is driven by its mission to stop breaches and provide world-class cybersecurity solutions. The company values innovation, collaboration, and customer focus.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Global Support: Managing a globally distributed team with varying time zones and cultural backgrounds.
• Case Management: Optimizing case management processes to ensure timely and accurate support services.
• Customer Satisfaction: Maintaining high customer satisfaction scores and addressing customer feedback to improve support services.

Learning & Development Opportunities:

• Technical Expertise: Expanding knowledge of enterprise web technologies, security, and cutting-edge infrastructures.
• Leadership Development: Enhancing leadership and management skills through training programs and mentorship opportunities.
• Industry Trends: Staying up-to-date with cybersecurity industry trends and best practices.

📝 Enhancement Note: The Technical Support Manager role presents unique challenges and opportunities for growth. Candidates should be prepared to address global support, case management, and customer satisfaction challenges, as well as pursue continuous learning and development opportunities.

💡 Interview Preparation

Technical Questions:

• Case Management: Describe your experience with case management systems and workflow optimization. How have you ensured timely and accurate support services in the past?
• Problem-Solving: Walk us through a complex technical support issue you've faced in the past. How did you approach the problem, and what was the outcome?
• Customer Satisfaction: How have you measured and improved customer satisfaction in your previous roles? What metrics have you used, and what initiatives have you implemented?

Company & Culture Questions:

• CrowdStrike's Mission: How does CrowdStrike's mission to stop breaches resonate with you, and how do you see yourself contributing to that mission?
• Customer Focus: How do you ensure that your team maintains a customer-centric approach, even when facing challenging support issues or tight deadlines?
• Team Development: How do you approach developing the skills and careers of your team members? Can you provide an example of a successful team development initiative?

Portfolio Presentation Strategy:

• Process Improvement: Highlight examples of process improvement initiatives you've led in the past. Explain the challenges you faced and the outcomes you achieved.
• Customer Satisfaction: Showcase any relevant experience in driving customer satisfaction and addressing customer feedback. Explain how you've used metrics and data to inform your approach.
• Leadership Style: Discuss your leadership style and how you've adapted it to different team dynamics and cultural backgrounds. Provide specific examples of your approach in action.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, leadership skills, and customer service approach. Candidates should be prepared to discuss their experience in managing technical support teams and driving customer satisfaction.

📌 Application Steps

To apply for this Technical Support Manager (Remote, BRA) position at CrowdStrike:

1. Submit Your Application: Click the "Apply Now" button on the CrowdStrike careers page and follow the prompts to submit your resume and cover letter.
2. Prepare Your Portfolio: Highlight examples of process improvement initiatives, problem-solving skills, and customer satisfaction efforts. Tailor your portfolio to showcase your technical support experience and leadership skills.
3. Research CrowdStrike: Familiarize yourself with CrowdStrike's products, services, mission, and values. Understand the company's commitment to stopping breaches and providing world-class cybersecurity solutions.
4. Prepare for the Interview: Review the interview process and prepare for technical, behavioral, and company-specific questions. Practice your problem-solving skills and be ready to discuss your leadership style and customer service approach.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.