{"id":2505927,"url":"https://alion.io/job/hkr-level-2-support-engineer","title":"Level 2 Support Engineer","company":{"id":4417549,"name":"HKR.TEAM","domain":"hkr.team","url":"https://alion.io/company/hkr-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"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":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Zero Trust","optional":false},{"name":"Microsoft Entra ID","optional":true},{"name":"Okta","optional":true},{"name":"TCP/IP","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-30T14:36:45Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-14T15:11:41Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"Hey, you! Wanna become #OneOfUs?\nWe 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.\nBtw, HKR.TEAM was remote before it was even cool!\nRemote is allowed, encouraged, and the norm. Now, and forever. There’s only one catch, and it comes from this guy:\n“Whatever you are, be a good one ” - Abraham Lincoln.\nTo apply, please fill out our external form.\n(You will be redirected to it automatically, once you click \"Apply\").\nWhat you'll be doing?\nHandle Level 2 support calls and cases like a pro, guiding enterprise admins and partner teams from triage to a triumphant resolution.\nDive deep into troubleshooting deployment, configuration, and policy mysteries across our client's Zero Trust Workspace.\nPlay detective with identity integration issues (SSO, SAML, OIDC, MFA) and untangle network access hiccups (proxies, DNS, TLS, firewalls).\nReproduce complex bugs and tag in the engineering team with crystal clear steps, logs, and context.\nTeam up directly with major implementation partners (like DXC) to smash recurring issues at their clients.\nShare your wisdom by writing and keeping our knowledge base and troubleshooting guides fresh and helpful.\nJump into a follow-the-sun rotation with the US squad, which includes sharing some weekend coverage to keep things running smoothly.\nAbout you\nYou'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!).\nYou’re totally comfortable taking live calls and handling tickets from highly technical admins at large organizations.\nYou know your network fundamentals inside out: TCP/IP, DNS, HTTP(S), proxies, TLS, certificates, firewalls, and VPNs are your playground.\nYou have hands-on experience with identity magic: SSO, SAML, OIDC, MFA, and providers like Okta or Microsoft Entra ID.\nYou’re at home in enterprise endpoint environments (Windows, macOS) and familiar with device management tools like Intune or Jamf.\nYou can expertly navigate logs, HAR files, and browser developer tools to hunt down the root cause of any issue.\nYour English communication skills are stellar, and you can easily explain complex tech concepts to both engineers and admins.\nYou are open to European shift work and teaming up for a shared weekend rotation.\nNice to have: Experience with secure browsers or ZTNA/SASE tools, partner support, or shiny certifications like Security+, Network+, or CCNA!\nPerks\nFair market pay\nRemote, full-time gig - work from the comfort of your own home!\nLATAM evening schedule (with 1 hour of lunch break and a shared weekend rotation)\nStart-up culture, young team, no egos, no BS","description_format":"text","description_chars":2833,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T07:15:44Z"}],"visa":[],"liveness":{"score":68,"band":"ok","label":"Likely open","p_open":1,"p_active":0.757,"p_room":0.9,"age_days":14,"expected_fill_days":27,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-14T18:17:14Z"},"pay":null,"html_url":"https://alion.io/job/hkr-level-2-support-engineer","json_url":"https://alion.io/job/hkr-level-2-support-engineer.json","meta":{"generated_at":"2026-10-14T18:17:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23714,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417549},"rest":"https://alion.io/mcp/rest/get_company?id=4417549"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhkr-level-2-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhkr-level-2-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhkr-level-2-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hkr-level-2-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhkr-level-2-support-engineer"}]}