Level 2 Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Manage Level 2 support calls and cases, assisting enterprise administrators and partner teams from initial triage to final resolution.

• Diagnose deployment, configuration, and policy-related issues within a Zero Trust Workspace.

• Explore identity integration challenges involving SSO, SAML, OIDC, and MFA.

• Address network access problems related to proxies, DNS, TLS, and firewalls.

• Reproduce intricate bugs and furnish engineering teams with detailed steps, logs, and context.

• Collaborate with implementation partners like DXC to resolve ongoing client issues.

• Update and maintain the knowledge base and troubleshooting documentation.

• Participate in a follow-the-sun support rotation with the US team, including weekend availability.

⛳️ Requirements

• Proven experience in a Level 2 technical support or support engineering position for an enterprise B2B software solution.

• Background in cybersecurity or networking is advantageous.

• Comfortable taking live calls and managing tickets from highly technical administrators in large organizations.

• Proficient in TCP/IP, DNS, HTTP(S), proxies, TLS, certificates, firewalls, and VPNs.

• Practical experience with SSO, SAML, OIDC, MFA, Okta, or Microsoft Entra ID.

• Familiarity with Windows and macOS enterprise endpoint environments.

• Knowledge of Intune or Jamf is beneficial.

• Capability to navigate logs, HAR files, and browser developer tools.

• Excellent English communication skills.

• Willingness to work European shifts and participate in a shared weekend rotation.

• Preferred: experience with secure browsers or ZTNA/SASE tools, partner support, and certifications such as Security+, Network+, or CCNA.

🏝️ Benefits

• Competitive market salary.

• Remote, full-time position – enjoy working from the comfort of your home!

• LATAM evening schedule with a 1-hour lunch break and shared weekend rotation.

• Start-up environment with a dynamic, young team – no egos, no nonsense.