Level 2 Support Engineer

HKR.TEAM; Brasil; On-site; BRL 60,000 - 120,000; Full time

Benefits offered by this job

Fair market pay

Remote, full-time gig

LATAM evening schedule

Start-up culture

Job summary

HKR.TEAM operates with a remote-first model and seeks a Level 2 Support Engineer to assist a US-based client on a Zero Trust Workspace platform. You’ll handle live calls, triage tickets, and guide enterprise admins to resolution.

Expect to troubleshoot deployments, identity integrations (SSO/SAML/OIDC/MFA), and network access, while documenting outcomes and sharing lessons in the knowledge base. Weekend rotation with the US team is included.

Qualifications

• Solid Level2 technical support in an enterprise B2B software product.

Responsibilities

• Handle Level 2 support calls and cases for enterprise admins and partners.
• Deep dive into troubleshooting deployment, configuration, and policies across the Zero Trust Workspace.
• Troubleshoot identity integration issues (SSO, SAML, OIDC, MFA) and network access issues.
• Reproduce complex bugs with clear steps, logs, and context for the engineering team.
• Collaborate with major implementation partners to resolve recurring client issues.
• Maintain and improve knowledge base and troubleshooting guides.
• Support follow-the-sun coverage with the US squad.

Skills

English communication

Live-call handling

Enterprise support

Problem solving

Tools

Intune

Jamf

Okta

Microsoft Entra ID

HAR files

Browser dev tools

Job description

Hey,you!Wannabecome#OneOfUs?

Weareonthelookoutforthenextawesometech-savvyproblemsolvertojoinHKR.TEAMasaLevel2SupportEngineer, working for a US-based client providing top-tier technical support for a cutting-edge Zero Trust Workspace platform.

Btw,HKR.TEAMwasremotebeforeitwasevencool!

Remoteisallowed,encouraged,andthenorm.Now,andforever.There’sonlyonecatch,anditcomesfromthisguy:

Whateveryouare,beagoodone - Abraham Lincoln.

What you'll be doing?

• HandleLevel2supportcallsandcaseslikeapro,guidingenterpriseadminsandpartnerteamsfromtriagetoatriumphantresolution.
• Divedeepintotroubleshootingdeployment,configuration,andpolicymysteriesacrossourclient'sZeroTrustWorkspace.
• Playdetectivewithidentityintegrationissues(SSO,SAML,OIDC,MFA)anduntanglenetworkaccesshiccups(proxies,DNS,TLS,firewalls).
• Reproducecomplexbugsandtagintheengineeringteamwithcrystalclearsteps,logs,andcontext.
• Teamupdirectlywithmajorimplementationpartners(likeDXC)tosmashrecurringissuesattheirclients.
• Shareyourwisdombywritingandkeepingourknowledgebaseandtroubleshootingguidesfreshandhelpful.
• Jumpintoafollow-the-sunrotationwiththeUSsquad,whichincludessharingsomeweekendcoveragetokeepthingsrunningsmoothly.

About you

• You'vegotsolidcredsinaLevel2technicalsupportorsupportengineeringroleforanenterpriseB2Bsoftwareproduct(bonuspointsifit'sincybersecurityornetworking!).
• You’retotallycomfortabletakinglivecallsandhandlingticketsfromhighlytechnicaladminsatlargeorganizations.
• Youknowyournetworkfundamentalsinsideout:TCP/IP,DNS,HTTP(S),proxies,TLS,certificates,firewalls,andVPNsareyourplayground.
• Youhavehands-onexperiencewithidentitymagic:SSO,SAML,OIDC,MFA,andproviderslikeOktaorMicrosoftEntraID.
• You’reathomeinenterpriseendpointenvironments(Windows,macOS)andfamiliarwithdevicemanagementtoolslikeIntuneorJamf.
• Youcanexpertlynavigatelogs,HARfiles,andbrowserdevelopertoolstohuntdowntherootcauseofanyissue.
• YourEnglishcommunicationskillsarestellar,andyoucaneasilyexplaincomplextechconceptstobothengineersandadmins.
• YouareopentoEuropeanshiftworkandteamingupforasharedweekendrotation.
• Nicetohave:ExperiencewithsecurebrowsersorZTNA/SASEtools,partnersupport,orshinycertificationslikeSecurity+,Network+,orCCNA!

Perks

• Fairmarketpay
• Remote,full-timegig-workfromthecomfortofyourownhome!
• LATAM evening schedule (with 1 hour of lunch break and a shared weekend rotation)
• Start-upculture,youngteam,noegos,noBS

About us

At HKR.TEAM, we're all about the start-up life - innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR.

Transparentculture,tech-savvy,andquickdecision-making.

Feedbackfuelsourgrowth,andwecelebrateallwins.Meritocracyisourgame;it'swhatyoubringtothetablethatcounts.

FantasticmixofUSclientswithmoretocome.

Wevalueownershipandgettingthingsdone.Weask,"Howmuchdidyoucare?"Ifyou'repassionate,you'renailingit.

Idealforcreativemindswholovecontributingideasandimprovingprocesses.

Oh...andwedon'twastetimeinuselessmeetings.

Location

Based in Bucharest and Cluj, Romania, we're remote-first, and for this role, we are welcoming candidates from all across Central & Eastern Europe. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.