What you'll doLead a dedicated 24/7 2nd tier support team to deliver exceptional customer experiencesDrive continuous improvement in service delivery and operational efficiency for our business customersCollaborate seamlessly with cross-functional teams (product, pre-sales, sales, network operations, engineering) to ensure customer needs are metMonitor team performance and adherence to support processes, implementing strategies to optimize efficiency and qualityTake ownership of problem resolution, ensuring timely and effective solutionsImplement rigorous quality control measures to ensure the highest standards of support outputProvide functional support management and in-depth troubleshooting to ensure optimal system performanceRespond to high-priority customer escalations, meet SLAs, and maintain strong customer relationshipsMonitor service performance, generate reports, and continuously improve service quality and availabilityConduct data-driven analysis to identify recurring issues and implement a robust root cause analysis process to permanently resolve themDevelop and deliver comprehensive training programs to empower frontline teams with the skills needed to efficiently resolve customer issuesWho you areDegree in Systems and Telecommunications, Informatics Engineering, or Management Informatics 5 years of experience in a similar role Knowledge of the telecommunications industry and Cisco technologyAbility to lead and mentor a team of technical support expertsAdvanced technical expertise in access networks, LAN, WAN troubleshooting, IoT, Cloud, Security Services, and incident management Ability to diagnose complex technical issues and develop effective solutionsExcellent communication skillsProficiency in English and Portuguese required