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Level 2 Support Engineer

12 hours, 58 minutes ago
Brazil, Europe
Full-time
Mid Level
Technical Support Engineer
Cybersecurity
Cybersecurity DNS HTTP macOS OpenID Connect SAML TCP/IP TLS
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HKR

HKR

HKR Elektrotechnischer Gerätebau GmbH specializes in manufacturing shells, ring cores, and custom-shaped parts from soft magnetic powder composite materials. Their product range includes powder cores, inductors, chokes, choke units, and sinusoidal filt...

Electrical Equipment
1-10
Founded 1985
View All Jobs 15

Description

  • Handle Level 2 support calls and cases for enterprise administrators and partner teams from triage through resolution.
  • Troubleshoot deployment, configuration, and policy issues across the Zero Trust Workspace platform.
  • Investigate identity integration issues involving SSO, SAML, OIDC, MFA, Okta, and Microsoft Entra ID.
  • Resolve network access issues involving proxies, DNS, TLS, firewalls, and related services.
  • Reproduce complex bugs and escalate them to engineering with clear reproduction steps, logs, and context.
  • Collaborate with implementation partners, including DXC, to address recurring client issues.
  • Create and maintain knowledge-base articles and troubleshooting guides.
  • Participate in a follow-the-sun support rotation, including shared weekend coverage.

Requirements

  • Experience in a Level 2 technical support or support engineering role for an enterprise B2B software product.
  • Comfort handling live calls and support tickets from technical administrators at large organizations.
  • Strong knowledge of TCP/IP, DNS, HTTP(S), proxies, TLS, certificates, firewalls, and VPNs.
  • Hands-on experience with SSO, SAML, OIDC, MFA, and identity providers such as Okta or Microsoft Entra ID.
  • Experience supporting Windows and macOS endpoint environments and familiarity with Intune or Jamf.
  • Ability to analyze logs, HAR files, and browser developer tools to identify root causes.
  • Strong English communication skills, including explaining technical concepts to engineers and administrators.
  • Availability for European shift work and a shared weekend rotation.
  • Experience with cybersecurity, networking, secure browsers, or ZTNA/SASE tools (preferred).
  • Partner support experience or Security+, Network+, or CCNA certification (preferred).

Benefits

  • Fair market pay.
  • Remote, full-time work arrangement.
  • LATAM evening schedule with a one-hour lunch break.
  • Shared weekend rotation.
  • Remote-first culture with optional office access in Bucharest or Cluj.
  • Startup environment with a young team and streamlined decision-making.

Interested in this position?

Apply directly on the company website

Apply Now

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