2nd Line Support Engineer

Disguise Technologies Ltd • Atlanta, GA

13d • Hybrid

About The Position

We are seeking a seasoned IT Support Engineer to act as the global escalation point and technical contact across our international offices. This is a hands-on role combining infrastructure, cloud, security, networking, automation, and server administration ideal for someone who thrives in complex environments and enjoys owning problems end-to-end.

Requirements

• Strong Jira administration and workflow experience
• Experience in Perforce administration
• Proven 2nd Line support expertise
• AWS and/or Azure cloud experience
• Solid networking fundamentals and troubleshooting skills
• Cybersecurity knowledge (SOC, endpoint, IAM)
• Firewall administration (e.g., Sophos)
• Scripting and automation mindset
• AI tooling familiarity and integration awareness
• Ability to operate independently in a global environment
• Technical Expertise: Deep understanding of IT systems, hardware/software troubleshooting, and network administration to provide timely, effective support.
• Problem-Solving Abilities: Skilled in diagnosing and resolving complex issues with a structured, methodical approach, ensuring quick and accurate solutions.
• Clear Communication: Ability to explain technical concepts in simple terms to both technical teams and non-technical users, ensuring clarity and transparency.
• Customer-Centric: Excellent customer service skills, with a focus on understanding user needs and delivering a positive support experience.
• Attention to Detail: High standard of accuracy in troubleshooting, documentation, and reporting, ensuring no details are overlooked and issues are fully resolved.
• Proactive & Driven: Demonstrates a proactive mindset, identifying potential problems before they escalate and continuously seeking ways to improve processes.
• Accountability: Takes ownership of assigned tasks and incidents, managing priorities effectively to ensure issues are resolved in a timely and efficient manner.
• Adaptability & Resilience: Comfortable working in a fast-paced environment, quickly adjusting to new technologies, evolving business needs, and high-pressure situations with a positive attitude.
• Collaboration & Teamwork: Works well within cross-functional teams, actively sharing knowledge, offering support, and learning from colleagues to continuously improve team performance.

Responsibilities

• Act as the senior escalation point for complex global IT issues
• Independently triage and close high-impact tickets
• Lead Jira administration and workflow optimisation
• Manage AWS (S3, EC2, RDS) and Azure environments
• Maintain Windows/Linux servers (on-prem and cloud)
• Strengthen cybersecurity posture (endpoint, IAM, risk awareness)
• Support global networking (Meraki, Sophos, firewalls)
• Drive automation, scripting, and AI-enabled process improvements
• Contribute to High Availability (HA), Disaster Recovery (DR), and Business Continuity planning
• Ownership of certificate lifecycle management, including SSL/TLS, PKI, and platforms such as DigiCert.

Benefits

• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees