IT Support Engineer L2

Accountabilities:

• Handle L1 escalations from intake and triage through diagnosis, resolution, documentation, and further escalation when required, while meeting agreed response and resolution SLAs.
• Manage onboarding and offboarding activities across corporate SaaS applications, including account provisioning, deprovisioning, MDM enrollment, credential handoff, and baseline device configuration.
• Respond to security and identity incidents such as phishing, compromised accounts, suspicious sign-ins, lost or stolen devices, malware alerts, and access-related issues using established response procedures.
• Own and administer core corporate SaaS and identity tools, including configuration, access policies, security controls, audits, licensing, and user access management.
• Support access governance activities involving RBAC, access reviews, identity lifecycle management, and SaaS security controls.
• Improve IT operations through automation, APIs, scripts, Zapier, n8n, or comparable tools, identifying repetitive processes and turning them into more efficient workflows.
• Maintain the SaaS inventory and support lifecycle management, including usage reporting, renewal preparation, evaluation of new tools, implementation, and retirement of outdated applications.
• Develop and maintain incident response playbooks covering phishing, account compromise, suspicious activity, credential rotation, and other identity-related scenarios.
• Mentor L1 support team members, provide actionable feedback, and improve troubleshooting instructions, runbooks, checklists, and operational documentation.
• Collaborate with infrastructure, security, tools, and other technical teams to resolve complex issues and improve the overall reliability and security of the IT environment.
• Use AI as an everyday productivity and problem-solving tool, identifying opportunities to automate or improve IT support processes.

Requirements:

• At least 5 years of experience in IT support, including 3–5 years working at an L2 support or systems administration level.
• Strong troubleshooting capabilities with demonstrated ability to take end-to-end ownership of technical tickets, from intake and diagnosis through resolution or escalation.
• Hands-on experience administering and troubleshooting macOS environments and supporting end users.
• Strong knowledge of Google Workspace administration, including roles, logs, security settings, and account management.
• Experience handling security incidents such as phishing, account compromise, suspicious sign-ins, and credential-related issues.
• Practical understanding of identity and access management, including RBAC, access audits, access reviews, SSO, SAML, and SCIM.
• Ability to create and maintain clear technical documentation, including runbooks, checklists, procedures, and incident response playbooks.
• Strong communication and mentoring skills, with the ability to guide L1 colleagues and collaborate effectively with technical and non-technical stakeholders.
• Experience administering multiple corporate SaaS applications, including access policies, audits, user provisioning, and license management, is highly valued.
• Familiarity with automation through scripts, APIs, Zapier, n8n, or similar tools is a strong advantage; genuine curiosity and initiative toward automation are essential.
• Experience with password management platforms such as 1Password, IT service management tools such as Jira Service Management, or comparable solutions is a plus.
• Familiarity with vendor and software license management, renewal processes, usage reporting, MDM, or endpoint management is beneficial.
• Demonstrated interest in using AI meaningfully to improve day-to-day IT operations, automate repetitive work, and develop more effective solutions.

Benefits:

• Fully remote working arrangement from Brazil.
• Private health insurance and dental assistance.
• Life insurance.
• Meal voucher.
• 30 calendar days of paid annual leave per year.
• English learning courses with 50% reimbursement, up to $1,000 annually.
• Gym or swimming pool reimbursement of 50%, up to $500 annually.
• Co-working space reimbursement of up to $250 per month.
• Generous home office stipend to support a productive remote workspace.
• Annual professional development stipend for workshops, courses, seminars, and other learning opportunities.
• Charitable giving program and paid volunteer time off with registered nonprofits.
• Opportunity to work with a global, collaborative product organization and contribute to meaningful technical improvements.
• Flat, transparent culture with strong emphasis on ownership, collaboration, quality, and continuous learning.
• Long-term career growth opportunities and equity options.