[Hiring] Level 2 Support Engineer @Hkr.Team

Role Description

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.

What you'll be doing?

• 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.

Qualifications

• 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.

Requirements

• Experience with secure browsers or ZTNA/SASE tools, partner support, or shiny certifications like Security+, Network+, or CCNA!

Benefits

• 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