Level 2 Support Engineer

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

📋 Description

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

• Troubleshoot deployment, configuration, and policy challenges within a Zero Trust Workspace platform.

• Investigate identity integration problems related to SSO, SAML, OIDC, and MFA.

• Address network access issues involving proxies, DNS, TLS, and firewalls.

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

• Work closely with implementation partners such as DXC to resolve recurring client issues.

• Develop and sustain knowledge base articles and troubleshooting documentation.

• Engage in a follow-the-sun rotation with the US team, including weekend coverage.

⛳️ Requirements

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

• Background in cybersecurity or networking is a plus.

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

• Proficient knowledge of 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.

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

• Excellent English communication skills with the capacity to explain complex technical concepts to engineers and administrators.

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

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

🏝️ Benefits

• Competitive market pay.

• Remote, full-time position - enjoy the flexibility of working from home.

• European business hours schedule with a 1-hour lunch break.

• Shared weekend rotation.

• Start-up culture with a youthful team, free of egos and unnecessary complications.