Support Engineer Tier 2 (Guadalajara)

Role Overview
The PCloud Technical Support Engineer (L2) is responsible for ensuring the security and availability of the Privilege Cloud (PAM-as-a-Service) environment. This role focuses on the infrastructure supporting the Vault, management of sessions, and web access portals.
Duties and Responsibilities
Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager.
Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues.
Manage and rotate privileged credentials across Windows, Linux, and Database platforms.
Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows.
Collaborate with Engineering and General Support to report and test patches for SaaS-based PAM environments.
Core Technical Requirements
3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level).
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