Support Engineer, Tier 2

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Helpware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

🔒 Cybersecurity

💰 Seed Round on 2016-01

B2B • SaaS • Cybersecurity

Helpware is a digitally enabled People as a Services Outsourcer dedicated to enhancing customer experiences for high-growth, market-disrupting, and technology companies. They specialize in providing a wide array of services such as digital customer experience, content control and verification, AI-driven customer service, back-office support, and data labeling. Helpware also assists in areas like digital marketing support, cybersecurity, and software development. Operating globally, they offer culturally aligned and scalable team solutions across multiple countries. Helpware aims to drive brand loyalty and efficiency for its clients by providing human task services integrated with technology solutions.

📋 Description

• Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager. • Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues. • Manage and rotate privileged credentials across Windows, Linux, and Database platforms. • Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows. • Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments.

🎯 Requirements

• 3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level). • Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing (NLB) Administration. • Experience working with Linux or Unix Operating Systems (Command line proficiency). • Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS-to-On-Prem connectivity. • Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs. • Computer Science education and/or relevant technical certifications (Microsoft, Security+, etc.). • English Level: C1