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HKR

Level 2 Support Engineer

HKR

. Handle Level 2 support calls and cases, guiding enterprise admins and partner teams from triage through resolution .

Posted 9/30/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Level 2 technical support for enterprise B2B software, with a strong focus on troubleshooting identity integration and network access issues. Proficient in handling complex technical calls and collaborating with partners to resolve client challenges.

Highest-signal resume keywords
Level 2 Technical SupportSSO, SAML, OIDC, MFATCP/IP, DNS, HTTP(S), Proxies, TLSWindows and macOS Enterprise EnvironmentsSecurity+, Network+, CCNA Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingDeployment ConfigurationPolicy IssuesNetwork Access ResolutionLog NavigationBrowser Developer ToolsZero Trust Workspace
Soft Skills
Stellar English CommunicationCollaboration
Tools & Technologies
OktaMicrosoft Entra IDIntuneJamf
Certifications & Qualifications
Security+Network+CCNA
Industry Keywords
CybersecurityNetworkingB2B SoftwareEnterprise SupportFollow-the-Sun Rotation

Tech Stack

Tools & technologies
Cyber SecurityDNSFirewallsJamfMacOSTCP/IP

About the role

Key responsibilities & impact
  • Handle Level 2 support calls and cases, guiding enterprise admins and partner teams from triage through resolution
  • Troubleshoot deployment, configuration, and policy issues across a Zero Trust Workspace
  • Investigate identity integration issues involving SSO, SAML, OIDC, and MFA
  • Resolve network access issues involving proxies, DNS, TLS, and firewalls
  • Reproduce complex bugs and provide engineering with clear steps, logs, and context
  • Collaborate with implementation partners such as DXC to resolve recurring client issues
  • Maintain the knowledge base and troubleshooting guides
  • Participate in a follow-the-sun rotation with the US team, including weekend coverage

Requirements

What you’ll need
  • Solid experience in a Level 2 technical support or support engineering role for an enterprise B2B software product
  • Experience in cybersecurity or networking is a plus
  • Comfortable taking live calls and handling tickets from highly technical admins at large organizations
  • Knowledge of TCP/IP, DNS, HTTP(S), proxies, TLS, certificates, firewalls, and VPNs
  • Hands-on experience with SSO, SAML, OIDC, MFA, Okta, or Microsoft Entra ID
  • Experience with Windows and macOS enterprise endpoint environments
  • Familiarity with Intune or Jamf
  • Ability to navigate logs, HAR files, and browser developer tools
  • Stellar English communication skills
  • Open to European shift work and shared weekend rotation
  • Nice to have: secure browsers or ZTNA/SASE tools, partner support, Security+, Network+, or CCNA certifications

Benefits

Comp & perks
  • Fair market pay
  • Remote, full-time gig - work from the comfort of your own home!
  • LATAM evening schedule with 1 hour of lunch break and a shared weekend rotation
  • Start-up culture, young team, no egos, no BS