Support Engineer Tier 2
At a glance
Mid-level IT Support & Helpdesk role at Helpware. Remote, Mexico · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Troubleshoot the Web Portal, Password Manager and Session Manager when Privilege Cloud components fail
- Use cloud and component records to find causes of integration, connectivity and session-capture problems
- Rotate privileged credentials for Windows, Linux and database environments
- Advise enterprise IT teams on Vaulting practices and secure access workflows
- Coordinate patch reporting and testing with engineering and global support teams
What you bring
- At least three years in systems administration or enterprise-level Tier 2 technical support
- Experience administering Windows Server, including clustering or Network Load Balancing
- Command-line experience with Linux or Unix, plus TCP/IP, DNS, firewall configuration and packet analysis
- Computer Science education or a relevant technical certification, and C1 English
Who this fits
This mid-level role suits you if you have enterprise systems support experience and can investigate access and connectivity issues. It is a remote position based in Guadalajara, Mexico.
From the employer
Job Description: CyberArk Privilege Cloud (PCloud) Engineer (L2)
Role Overview:
The 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.
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.
Core Technical 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
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