{"id":1417860,"url":"https://alion.io/job/helpware-support-engineer-tier-2","title":"Support Engineer Tier 2","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":52000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CyberArk","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"PowerShell","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-09-28T21:03:11Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-01T16:11:36Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Description: CyberArk Privilege Cloud (PCloud) Engineer (L2)\nRole Overview:\nThe PCloud Technical Support Engineer (L2) is responsible for ensuring the security and availability of the Privilege Cloud (PAM-as-a-Service) environment. This role focuses on the infrastructure supporting the Vault, management of sessions, and web access portals.\nDuties and Responsibilities:\nPerform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager.\nAnalyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues.\nManage and rotate privileged credentials across Windows, Linux, and Database platforms.\nProvide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows.\nCollaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments.\nCore Technical Requirements:\nMust-Have: 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level).\nInfrastructure: Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing (NLB) Administration.\nOS Diversity: Experience working with Linux or Unix Operating Systems (Command line proficiency).\nNetworking: Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS-to-On-Prem connectivity. Packet analysis.\nEducation: Computer Science education and/or relevant technical certifications (Microsoft, Security+, etc.).\nAnalysis: Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs.\nEnglish Level: C1","description_format":"text","description_chars":1622,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-28T21:27:48Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":18,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/helpware-support-engineer-tier-2","json_url":"https://alion.io/job/helpware-support-engineer-tier-2.json","meta":{"generated_at":"2026-10-02T02:15:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2932,"day_limit":5000,"remaining_today":2068,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}