Level 2 Support Engineer

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.

To apply, please fill out our external form. 🤞🏼

(You will be redirected to it automatically, once you click "Apply").

🔸 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.

🎧 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!

💰 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