Level 2 Support Engineer

Openkrill; United States; Teletrabalho; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fair market pay

Remote work

European hours schedule

Startup culture

Resumo da oferta

HKR.TEAM is seeking a Level 2 Support Engineer to join our remote, US-focused client team working on a cutting-edge Zero Trust Workspace platform. You’ll handle escalation calls and guide enterprise admins from triage to resolution in a remote environment.

You’ll troubleshoot deployment, identity management (SSO, SAML, OIDC, MFA) and network access issues, while documenting steps and feeding the knowledge base. Weekend rotations and cross-border collaboration are part of the role.

Qualificações

• Must have 2+ years in Level 2 technical support for an enterprise B2B software product.
• Experience handling live calls and tickets from highly technical admins at large organizations.
• Strong knowledge of TCP/IP, DNS, HTTP(S), proxies, TLS, firewalls, VPNs.

Responsabilidades

• Handle Level 2 support calls and cases from enterprise admins and partner teams.
• Troubleshoot deployment, configuration, and policy issues in the Zero Trust Workspace.
• Resolve identity and network access problems (SSO, SAML, OIDC, MFA; proxies, DNS, TLS, firewalls).
• Reproduce bugs with clear steps and context for engineering.
• Collaborate with implementation partners to fix recurring issues.
• Update and maintain knowledge base and troubleshooting guides.

Conhecimentos

Enterprise support

Networking basics

SSO/SAML/OIDC

Windows/macOS

Intune/Jamf

Logs & HAR

English communication

Weekend rotation

Certifications ok

Ferramentas

Intune

Jamf

Okta/Entra ID

Descrição da oferta de emprego

Hey, you! Wanna become #OneOfUs?

We are on the lookout for the next awesome tech-savvy problem solver to join HKR.TEAM as a Level 2 Support Engineer, working for a US-based client providing top-tier technical support for a cutting-edge Zero Trust Workspace platform.

Btw, HKR.TEAM was remote before it was even cool!

Remote is allowed, encouraged, and the norm. Now, and forever. There's only one catch, and it comes from this guy:

"Whatever you are, be a good one" - Abraham Lincoln.

What you'll be doing?

• Handle Level 2 support calls and cases like a pro, guiding enterprise admins and partner teams from triage to a triumphant resolution.
• Dive deep into troubleshooting deployment, configuration, and policy mysteries across our client's Zero Trust Workspace.
• Play detective with identity integration issues (SSO, SAML, OIDC, MFA) and untangle network access hiccups (proxies, DNS, TLS, firewalls).
• Reproduce complex bugs and tag in the engineering team with crystal clear steps, logs, and context.
• Team up directly with major implementation partners (like DXC) to smash recurring issues at their clients.
• Share your wisdom by writing and keeping our knowledge base and troubleshooting guides fresh and helpful.
• Jump into a follow-the-sun rotation with the US squad, which includes sharing some weekend coverage to keep things running smoothly.

About you

• You’ve got solid creds in a Level 2 technical support or support engineering role for an enterprise B2B software product (bonus points if it's in cybersecurity or networking!).
• You’re totally comfortable taking live calls and handling tickets from highly technical admins at large organizations.
• You know your network fundamentals inside out: TCP/IP, DNS, HTTP(S), proxies, TLS, certificates, firewalls, and VPNs are your playground.
• You have hands-on experience with identity magic: SSO, SAML, OIDC, MFA, and providers like Okta or Microsoft Entra ID.
• You’re at home in enterprise endpoint environments (Windows, macOS) and familiar with device management tools like Intune or Jamf.
• You can expertly navigate logs, HAR files, and browser developer tools to hunt down the root cause of any issue.
• Your English communication skills are stellar, and you can easily explain complex tech concepts to both engineers and admins.
• You are open to European shift work and teaming up for a shared weekend rotation.
• Nice to have: Experience with secure browsers or ZTNA/SASE tools, partner support, or shiny certifications like Security+, Network+, or CCNA!

Perks

• Fair market pay
• Remote, full-time gig - work from the comfort of your own home!
• European business hours schedule (with 1 hour of lunch break and a shared weekend rotation)
• Start-up culture, young team, no egos, no BS

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.

Transparent culture, tech-savvy, and quick decision-making.

Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts.

Fantastic mix of US clients with more to come.

We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it.

Ideal for creative minds who love contributing ideas and improving processes.

Oh... and we don't waste time in useless meetings.

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.