Advanced Tech Support Engineer (Tier 2)

Description

Summary: The Technical Support Engineer (L2) ensures the security and availability of the Privilege Cloud environment by performing deep-dive troubleshooting and managing privileged credentials. Highlights: 1. Ensure security and availability of Privilege Cloud environment 2. Perform deep-dive troubleshooting on Privilege Cloud components 3. Provide technical guidance on Vaulting best practices Helpware is a global company providing outsourcing back\-office services with offices in the USA, Perú, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free\-up their teams so they can focus on strategic high\-value tasks that will move the dial for their businesses. **Job Overview** The 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. **Duties and Responsibilities:** * 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:** * Must\-Have: 3\+ years of experience in Systems Administration or L2 Technical Support (Enterprise level). * Infrastructure: Solid experience with Windows Server (2016/2019/2022\) and Windows Clustering / Network Load Balancing (NLB) Administration. * OS Diversity: Experience working with Linux or Unix Operating Systems (Command line proficiency). * Networking: Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS\-to\-On\-Prem connectivity. Packet analysis. * Education: Computer Science education and/or relevant technical certifications (Microsoft, Security\+, etc.). * Analysis: Ability to perform root\-cause analysis using Event Viewer, PowerShell, and system logs. * **English Level: C1** Job Types: Full\-time, Subcontract Pay: From S/.2,500\.00 per month Application Question(s): * Cuánto es tu expectativa salarial? Education: * Bachelor's (Preferred) Language: * Inglés (Preferred) Work Location: Hybrid remote in Magdalena del Mar 15076