Level 2 Support Engineer

HKR.TEAM; Rondônia; On-site; BRL 209,000 - 340,000; Full time

Benefits offered by this job

Fair market pay

Remote full-time

European hours

Startup culture

Job summary

HKR.TEAM is hiring a Level2 Support Engineer to provide expert, enterprise-grade assistance for a US-based Zero Trust Workspace platform. You will handle live calls, troubleshoot complex deployments, and collaborate with partners to fix recurring issues.

The role is remote-first across Europe, with weekend coverage in a follow-the-sun rotation. Strong networking and identity management skills are essential, along with fluency in English and experience with Intune or Jamf.

Qualifications

• Experience in Level2 technical support or support engineering for enterprise software.
• Comfort with handling live calls and tickets from highly technical admins.
• Strong networking fundamentals including TCP/IP, DNS, HTTP(S), proxies, TLS, firewalls.
• Hands-on with identity mechanisms SSO, SAML, OIDC, MFA.
• Experience in enterprise endpoints (Windows, macOS) and device management tools like Intune or Jamf.
• Able to navigate logs, HAR files, and browser developer tools to root cause issues.
• Excellent English communication and ability to explain complex tech to engineers and admins.

Responsibilities

• Handle Level2 support calls and cases from triage to resolution.
• Troubleshoot deployment, configuration, and policy mysteries across the Zero Trust Workspace.
• Diagnose identity integration issues (SSO, SAML, OIDC, MFA) and network access hiccups.
• Reproduce bugs with clear steps, logs, and context for engineering.
• Collaborate with major implementation partners to resolve recurring client issues.
• Contribute to and maintain knowledge bases and troubleshooting guides.
• Participate in a follow-the-sun rotation with US squad to cover weekends.

Skills

Level2 support

B2B software

network fundamentals

SSO/SAML/OIDC/MFA

Tools

Intune

Jamf

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…etc …
• You’reathomeinenterpriseendpointenvironments(Windows,macOS)andfamiliarwithdevicemanagementtoolslikeIntuneorJamf.
• Youcanexpertlynavigatelogs,HARfiles,andbrowserdevelopertoolstohuntdowntherootcauseofanyissue.
• YourEnglishcommunicationskillsarestellar,andyoucaneasilyexplaincomplextechconceptstobothengineersandadmins.
• YouareopentoEuropeanshiftworkandteamingupforasharedweekendrotation.
• Nicetohave:ExperiencewithsecurebrowsersorZTNA/SASEtools,partnersupport,orshinycertificationslikeSecurity+,Network+,orCCNA!

Perks

• Fairmarketpay
• Remote,full-timegig-workfromthecomfortofyourownhome!
• Europeanbusinesshoursschedule(with1houroflunchbreakandasharedweekendrotation)
• 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.