Queue Lead (m/f/d)

We are seeking a Queue Lead for a global cybersecurity environment within Global Customer Support (GCS).

This role is responsible for the operational management and optimization of technical support queues in a modern cloud and security ecosystem. The primary goal is to ensure high-quality case handling, efficient workflow execution, and strong operational governance across support processes.

Location: Spain (Remote)
Start Date: August / September 2026
Contract Duration: 12 months

Role Objective:

This position plays a key role in improving daily support operations, with a strong focus on:

• Case routing and ticket distribution

• First-Time Resolution (FTS) coordination

• Reopen case management

• PTO and coverage tracking

• Case hygiene and operational quality control

Key Responsibilities:

• Monitor and manage support queues across XDR, XSIAM, XSOAR, and Cloud domains.

• Ensure no cases remain unattended or stuck in queues.

• Identify and resolve misrouted, duplicate, or incomplete tickets.

• Manage case routing across multiple intake channels (web, phone, internal escalations).

• Monitor case and call flows in support systems.

• Coordinate FTS processes and case reassignments.

• Support escalation handling across Support, Engineering, and Customer Success teams.

• Produce regular operational reports and case performance summaries.

• Ensure queue coverage during absences (PTO planning and tracking).

• Collaborate with cross-functional stakeholders to improve processes and case handling efficiency.

Your Profile:

• 2-3 years of experience in Technical Support, TAC Operations, or Queue Management.

• Strong background in Incident and Case Management.

• Experience working in SLA-driven support environments.

• Structured, analytical, and detail-oriented mindset.

• Strong communication and prioritization skills.

• Experience working with cross-functional teams (Support, Engineering, Sales, etc.).

Tools & Systems:

• Salesforce (SFDC / Case Management)

• NICE (Contact Center / Call Routing)

• Slack (Communication & Workflow Coordination)

• Jira (Ticketing & Tracking)

About the Environment

You will join a fast-paced, international cybersecurity organization focused on cloud and security platform technologies. The role is centered on ensuring operational excellence in technical support, maintaining high case quality, and continuously improving support workflows across global teams.