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HKR

Level 2 Support Engineer

HKR

. Handle Level 2 support calls and cases for enterprise administrators and partner teams from triage through resolution .

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

Core Competencies

Role fit
Core Competencies

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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 utilizing tools and technologies such as SSO, SAML, and MFA within a Zero Trust Workspace environment.

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
Level 2 Technical SupportTroubleshootingIdentity IntegrationNetwork Access ResolutionTCP/IPDNSHTTP(S)ProxiesTLSVPNs
Soft Skills
Stellar English CommunicationExplaining Complex Technical Concepts
Tools & Technologies
OktaMicrosoft Entra IDIntuneJamfBrowser Developer Tools
Certifications & Qualifications
Security+Network+CCNA
Industry Keywords
CybersecurityNetworkingZero Trust WorkspaceB2B SoftwarePartner Support

Tech Stack

Tools & technologies
Cyber SecurityDNSFirewallsJamfMacOSTCP/IP

About the role

Key responsibilities & impact
  • Handle Level 2 support calls and cases for enterprise administrators and partner teams from triage through resolution
  • Troubleshoot deployment, configuration, and policy issues across a Zero Trust Workspace platform
  • 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 directly with implementation partners such as DXC on recurring client issues
  • Create and maintain knowledge base articles 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 advantageous
  • Comfortable taking live calls and handling tickets from highly technical administrators 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 and ability to explain complex technical concepts to engineers and administrators
  • Open to European shift work and shared weekend rotation
  • Nice to have: experience with 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
  • European business hours schedule with 1 hour of lunch break
  • Shared weekend rotation
  • Start-up culture, young team, no egos, no BS