Job Description
This is a remote position. Responsibilities: Technical Delivery Lead the deployment, configuration, and lifecycle management of the security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments. Provide Tier 2 and Tier 3 support for escalated incidents across Mac workstations, networks, Google Workspace, and SaaS platforms. Diagnose and resolve incidents independently, with clear and client-friendly documentation. Lead technical projects: migrations, security tool implementations, network upgrades, and compliance initiatives. Develop process automations to reduce repetitive manual tasks (focused on workflow efficiency, not infrastructure-as-code). Manage recurring technical issues and implement long-term root-cause solutions. Support monitoring, patching (including CVE remediation alerting), and incident response workflows. Evaluate new platforms to determine their suitability within the technology stack. Perform system updates, backups, and security audits. Responsibilities: Client Experience Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the tickets. Translate complex technical concepts into clear, confident language for non-technical stakeholders (founders, operations managers, office managers). Lead client-facing project presentations: scoping, progress updates, and post-implementation reviews. Collaborate with Tier 1 and Tier 2 teams to share knowledge and elevate client communication standards. Act as a bridge between technical experts and end users, ensuring SOPs, documentation, and instructions are accessible and easy to understand. Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership. Contribute to and enhance the knowledge base with a strong focus on client readability. Requisitos Technical Skills 10+ years of experience in IT support, systems administration, and security project implementation. Strong experience supporting Mac/macOS environments. (Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days). Experience administering Google Workspace environments for distributed/remote teams. Strong cybersecurity knowledge: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). Solid networking fundamentals (VPNs, firewalls, routing), ideally with experience in Cisco Meraki environments. Experience with endpoint management / MDM tools (Jamf, Intune, or similar). Proven experience leading SaaS security implementation projects end-to-end (from scoping through delivery and client sign-off). Client-Facing Skills Experience serving as the primary point of contact for clients (not just escalation support, but the person clients rely on directly). Proven ability to explain technical concepts to non-technical audiences clearly and build confidence. Experience leading or co-leading client meetings, project kickoffs, and status reviews. High levels of customer satisfaction or equivalent evidence (references, testimonials, NPS). Comfortable working with ambiguity: startup clients often lack clarity on their needs, and you help them define them. Soft Skills Ownership mindset: if it’s your account, it’s your responsibility until the issue is fully resolved. Ability to work independently with minimal supervision across multiple time zones. Continuous improvement mindset: you don’t just fix the issue, you improve the system that caused it. Strong written communication skills: clear, professional, and approachable client-facing emails and documentation.