Security Support Engineer

L2 Support Engineer

Are you a problem-solver with a passion for delivering exceptional customer service? Do you thrive in a dynamic environment where your technical expertise directly impacts partner success?
We're looking for a skilled and proactive engineer
for our
Support Team
to be a critical link between our cutting-edge technology and our valued partners and customers.
This is not a classic tech support position but one that requires your engineering mind-set and full understanding of our our very own product in the Identity and Access Management arena. You will receive the necessary product-related trainings of course.

What You'll Do:

• Own the support lifecycle:
  Manage and resolve technical tickets across L2, L3, and Consulting, ensuring timely resolution within defined SLAs.
• Be a technical detective:
  Conduct in-depth analysis of integration logic and system processes to provide comprehensive solutions. This includes collecting necessary logs, config files, and reproduction steps.
• Resolve critical incidents:
  Diagnose, troubleshoot, and resolve complex technical issues, escalating to Product, Engineering (L3), or Consulting teams when necessary.
• Empower our users:
  Assist partners and customers in effectively utilizing our documentation and the Nevis Academy learning platform, addressing their queries and guiding them to self-sufficiency.
• Maintain our knowledge base:
  Document solutions, workarounds, and investigative steps to enrich our internal knowledge base for common issues.
• Streamline communication:
  Ensure seamless and timely updates between Zendesk and Jira, and provide clear, proactive communication to users and higher-level management regarding ticket status.
• Monitor and maintain:
  Actively monitor and respond to system alerts within our Azure cloud environment. Perform routine maintenance, including software updates and backups, on our test environments (Cloud and Suite, including new versions).
• Coordinate effectively:
  Manage incoming feature/change requests and coordinate with product management. Process and coordinate meetings with various stakeholders.

What You'll Bring:

Education :

• A Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent practical work experience.

Experience:

• 2-4 years of hands-on engineering experience mixed with direct client support
• Proven experience in a customer-facing technical position or consulting role.
• Demonstrated expertise in root cause investigation, incident management, and utilizing ticketing systems

Technical Acumen:

• Strong understanding of
  computer networks
  , including load balancers, web application firewalls, DNS, HTTPS, and SSL/TLS.
• Practical work experience with Docker, Kubernetes
  , OpenShift, and cloud platforms like
  Microsoft Azure
  or Amazon Web Services.
• Basic understanding of
  SQL
  and relational databases (e.g., MariaDB, Oracle,PostgreSQL) and
  Github Actions
  .

Soft Skills:

• Exceptional verbal and written communication skills in English.
• A highly
  proactive, service-centric, and solution-oriented mindset.
• Ability to remain composed and effective under pressure.

Nice to Have:

• Familiarity with
  Identity and Access Management (IAM) technologies
  and protocols such as OAuth2, OpenID Connect, SAML2, and LDAP.

If you're a technically astute individual who enjoys solving challenging problems and making a tangible impact, we encourage you to apply

Why us?

By joining our team of highly motivated industry experts, you have the immense opportunity to learn, evolve, and navigate the ever-growing world of cybersecurity with us. Our collaborative company culture and diverse workforce empower you to reach your full potential. Our 2+ decades of experience demonstrate passion and innovation. We are constantly adapting to keep up with the changes in security infrastructure and meet the stringent requirements of digitalization. Together, we can make a lasting impact by making the digital world a better and safer place.

What we offer...

Performance-related bonus

Flexible & hybrid working module

Substantial healthcare coverage

Educational/professional development programs

Parental support

Ample paid time-offs and holidays

Round the clock employee assistance program (EAP)

Country-specific benefits per local regulations