IT Support Engineer L2

Job description

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management, including usage reporting, renewal preparation, evaluation of new tools, implementation, and retirement of outdated applications.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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an IT Support Engineer L2 based in Brazil. This is an opportunity to join a globally distributed technology team supporting a complex, enterprise-grade product ecosystem.As an IT Support Engineer L2, you will own complex technical escalations while helping maintain a secure, reliable corporate IT environment.You will take a leading role in access governance, identity administration, SaaS management, and security-related incidents.The position combines hands-on troubleshooting with continuous improvement, automation, and operational ownership.You will work across time zones with colleagues and stakeholders while contributing to documentation, mentoring, and technical standards.The environment values initiative, thoughtful collaboration, strong engineering practices, and a proactive approach to solving problems.You will also be expected to use AI meaningfully to improve workflows, increase efficiency, and rethink how IT support can operate.