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IT Support Engineer L2

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Location:
Brazil , Brasília

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

2000.00 - 2500.00 USD / Month
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Job Description:

We are looking for a proactive and security-minded IT Support Engineer (L2) to join our global team. As a core member of our L2 team, you will share responsibility for complex technical escalations across time zones. Beyond operational support, you will take full ownership of Access Governance and SaaS administration.

Job Responsibility:

  • L1 escalations: intake, triage, diagnosis, and resolution of tickets not closed at L1
  • Onboarding & offboarding support: creation and deprovisioning of accounts in corporate SaaS tools
  • Incident response: phishing, account compromise, lost/stolen devices, malware, and other security alerts
  • Automation & integrations: drive continuous improvement through scripts, APIs, Zapier/n8n (or equivalents)
  • L1 mentoring & documentation: provide regular feedback and coaching
  • Corporate SaaS administration: admin ownership over core collaboration and identity stack
  • SaaS lifecycle management: maintain the SaaS registry in Notion
  • Develop and maintain playbooks for phishing, account compromise, suspicious sign-ins in Google Workspace, and credential/access rotation

Requirements:

  • 5 years in IT support, with at least 3–5 years at L2 / Sysadmin level
  • Strong troubleshooting skills and end-to-end ticket ownership (intake, triage, resolution, escalation when out of scope)
  • Hands-on experience with macOS administration and end-user troubleshooting
  • Strong Google Workspace admin skills (roles, logs, security settings)
  • Understanding of security and incident handling (phishing / account compromise)
  • Comfortable with identity & access work (RBAC, audits, access reviews
  • understands how SSO / SAML / SCIM affect onboarding/offboarding)
  • Ability to write and keep documentation up to date (runbooks, checklists, incident playbooks)
  • can mentor L1

Nice to have:

  • Admin ownership in multiple corporate SaaS tools (e.g., Slack/Notion + project management + ticketing/support tooling) — access policies, audits, license management
  • Automation experience (scripts / APIs / Zapier / n8n or equivalents)
  • Knowledge of 1Password or similar in a corporate context
  • Experience with Jira Service Management (as a user or admin) or similar tools
  • Familiarity with vendor/license management processes (renewals, usage reporting)
  • Experience with MDM / endpoint tooling (for collaboration with Devices & Infrastructure owner)
What we offer:
  • 31 days off
  • 100% paid telemedicine plan
  • Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace
  • English learning courses
  • Relevant professional education
  • Gym or swimming pool
  • Co-working
  • Remote working

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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