L2 Support Engineer

4 days ago

Jakarta, Jakarta, Indonesia Nityo Infotech Indonesia Full time

Role Overview:

One of our clients is hiring an
L2 Support Engineer
to provide advanced technical support for enterprise and SaaS environments. This role focuses on troubleshooting complex system issues, supporting customers through multiple channels, and collaborating with global teams to ensure service reliability and customer success.

Key Responsibilities:

  • Respond to customer inquiries and technical issues via web portal, live sessions, and phone support
  • Investigate, reproduce, and troubleshoot technical and business-impacting issues to identify root causes
  • Provide timely resolution while applying product knowledge and system administration expertise
  • Document all cases thoroughly and contribute to internal and customer-facing knowledge bases
  • Collaborate closely with global support teams, security services, sales, operations, and administrative teams
  • Support customers in enterprise environments with a focus on long-term solution stability
  • Participate in on-call rotations to provide 24/7 customer support coverage
  • Continuously learn new technologies, products, and platform updates

Key Requirements:

  • Strong hands-on experience with
    Microsoft Windows Server
    / 2019 / 2022), including: Active Directory, IIS, Remote Desktop Services (RDS), Group Policy Objects (GPO)
  • Working knowledge of Linux systems
    (RHEL, CentOS) and basic network administration
  • Exposure to macOS system administration
  • Solid understanding of communication and authentication protocols such as: HTTP, LDAPs, SAML, SIEM, REST APIs, RADIUS, SFTP, TLS/SSL, SSH
  • Strong troubleshooting and analytical skills with a structured approach to root cause analysis
  • Ability to work independently as well as collaboratively within global, cross-functional teams
  • Excellent verbal and written English communication skills
  • Willingness to work on a
    shifting schedule, including on-call rotations
  • Ability to join immediately or within a short notice period

Nice-to-Have:

  • Bachelor's degree in Computer Science, Information Technology, or related field
  • 2–3 years of experience in Technical Support, IT Support, Application Support, or similar roles
  • Experience supporting SaaS platforms or enterprise software environments
  • Hands-on experience with CyberArk products (Privileged Access Management or Endpoint Privileged Management)

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