Product Support Team leader

Lead Cybersecurity Support Excellence Across Cloud Network Infrastructure

High-performing cybersecurity platforms depend on strong technical leadership. The Product Support Team Leader ensures consistent service excellence, guiding engineers through complex network challenges that protect enterprise operations worldwide. This opportunity offers a long-term career with Emapta, delivering a top 1% experience through global exposure, continuous growth, and meaningful impact.

Role Snapshot

Employment Type: Indefinite Term Type Contract

Shift: Day Shift, Weekends Off

Work Setup: Work From Home/Remote, Colombia

What’s in It for You

• 5 days work week
• Weekends off
• Work from home arrangement
• Day shift schedule
• 20 vacation days in total
• Internet allowance
• Prepaid medicine
• Fully-customized Emapta laptop and peripherals
• Direct exposure to our clients
• Career growth opportunities
• Diverse and supportive work environment
• Prime Office Locations - Bogotá and Medellin
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)

Qualifications

• 3 to 6 years of experience as a Support Engineer
• Previous experience as a manager or team leader preferred
• Strong computer skills with emphasis on Networking and TCP/IP
• Experience with VPNs, IPSEC, security protocols, and standards
• Knowledge of firewalls and proxy servers is an advantage
• Experience working with Cloud or SaaS technology providers is an advantage
• Strong troubleshooting skills in real production environments
• Excellent oral and written communication skills with a customer-focused approach
• Adaptability to work efficiently in a fast-changing, dynamic environment
• Capability to manage multiple simultaneous tasks efficiently
• Experience working with globally dispersed, cross-cultural teams
• Strong team collaboration mindset
• Background in Systems Engineering or related field preferred
• Experience in Tier 1 security companies is a strong advantage
• Exposure to service delivery management practices is an advantage

Key Responsibilities

• Manage and lead a remote team of technical support engineers supporting customers worldwide
• Provide technical support to customers across global operations
• Own and manage customer issues through to full resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Maintain a positive and solution-oriented approach in all customer interactions
• Serve as the primary point of contact and trusted advisor by understanding customer needs
• Align customer requirements with available solutions and services
• Advocate for customer needs while collaborating with internal teams
• Coordinate with product management, engineering, sales, and finance teams
• Track and monitor customer status, identifying risks and opportunities
• Contribute to the development and expansion of global support services

About the Client

Our client is a leading innovator in cloud-delivered networking and cybersecurity, redefining how modern enterprises securely connect users, applications, and data across distributed environments. By unifying networking and security into a single platform aligned with the SASE framework, they eliminate the cost and complexity of traditional IT infrastructures. Backed by strong investment and sustained high growth, they support thousands of enterprise locations worldwide, continuously advancing their technology to deliver secure, scalable, and high-performance connectivity for global organizations.

Your Future Team at Emapta Latam

Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of over 11,000 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.

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