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.
Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents.
Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies, and some of the world’s largest nonprofit organizations. Our sustained growth is attributed to our focus and commitment to our thousands of full-time professionals. In today’s market, where high-quality dedicated individuals are in demand; Infotree Global recognizes that an emphasis on understanding, achieving, and exceeding our employee’s goals, aspirations and overall experience is paramount. This “people over profits” mindset has yielded tremendous success for our employees and clients. Our employees have a vast array of assignments available across the world to help achieve and exceed their career goals and our clients have motivated, dedicated, and hardworking professionals on their team. We are here to help the best talent work with the greatest companies to produce innovative results in a variety of industries including but not limited to IT, Engineering, Clinical, Skilled Trades, Finance and Accounting.
Our mission’s success is supported by several industry awards and accolades. If you are looking for a committed and understanding partner, your search ends here.
