Level 2 Support Engineer
Over deze vacature
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"). 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. About you 🎧 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! 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 🍕 and a shared weekend rotation) 🥳 Start-up culture, young team, no egos, no BS About us ✨ At HKR.TEAM, we're all about the start-up life - innovative and dynamic, not corporate and stuffy. We're on a mission to simplify global HR. ✨ Transparent culture, tech-savvy, and quick decision-making. ✨ Feedback fuels our growth, and we celebrate all wins. Meritocracy is our game; it's what you bring to the table that counts. ✨ Fantastic mix of US clients with more to come. ✨ We value ownership and getting things done. We ask, "How much did you care?" If you're passionate, you're nailing it. ✨ Ideal for creative minds who love contributing ideas and improving processes. ✨ Oh... and we don't waste time in useless meetings. Location 🧭 Based in Bucharest and Cluj, Romania, we're remote-first, and for this role, we are welcoming candidates from all across Central & Eastern Europe. Whether you work from home or pop into the office, we support what works best for you. Embracing change is who we are.