Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We are hiring a
Level 2 Cloud & SaaS Support Technician to support a modern, cloud-first IT environment with a strong focus on Mac and Google Workspace ecosystems.
This role is ideal for a technically curious, self-driven individual who may not have deep experience across all tools but demonstrates strong fundamentals, ownership, and the ability to learn quickly. The right candidate is hungry — someone who takes initiative, figures things out, and grows into more advanced systems responsibilities over time.
This is not a tool-specific role — it is a
capability and mindset role within a client-facing MSP environment.
Location: Must be in Colombia – Remote.
Environment: Colombian and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday – 9;00 AM – 6:00 PM EST.
Contract: Non-fixed Term Colombian Contract.
Requirements
- 2–4 years of IT support experience (flexible — strong junior candidates encouraged). See PS in Interview Questions
- Experience supporting cloud-based or remote work environments
- Exposure to Mac OS and/or Google Workspace environments preferred
Technical Foundation (Tool-Agnostic)
Candidates do NOT need experience in all tools listed below — these are indicators of relevant exposure:
- Identity & Access: Okta, Entra ID, Google Admin (or similar)
- Endpoint / MDM: Jamf, Kandji, Intune, or equivalent
- Security: CrowdStrike, SentinelOne, SIEM, MDR platforms
- Networking: VPNs, firewalls, DNS, basic cloud networking
- ITSM / Ticketing: ServiceNow, ConnectWise, Zendesk, or similar
- Other positive indicators: Cisco Umbrella, Duo, NinjaOne
Strong depth in 1–2 tools is preferred over broad, shallow exposure
MAC CERTIFICATION REQUIREMENT
Required
If the candidate does not have extensive Mac support experience, they will be required to obtain Apple's Desktop Support certification:
- Within the first 90 days, OR
- Within the first 2 weeks (with up to 80 paid hours allocated for study)
This ensures rapid ramp and early success in a Mac-heavy environment.
Soft Skills & Success Profile
- Self-Starter: Takes initiative without waiting for direction
- Curious & Hungry: Actively learns and seeks to improve
- Ownership Mentality: Follows through and closes loops
- Adaptable: Comfortable working in dynamic, less-structured environments
- Client-Friendly Communication: Clear, professional, and helpful
IDEAL BACKGROUND
- Cloud Support Engineer (preferred)
- MSP experience strongly preferred
- NOT a traditional data center or on-prem IT technician
- Experience supporting distributed or remote companies
Education: Degree or certification in IT, Systems, or related fields (preferred).
Experience: 2–4 years of IT support experience (flexible for strong junior candidates). Experience in cloud-based or remote environments preferred.
Skills: Troubleshooting across Mac OS, cloud platforms, and SaaS tools; exposure to Google Workspace and identity and access management tools such as Okta, Entra ID, or Google Admin; familiarity with endpoint and MDM tools like Jamf, Kandji, or Intune; basic networking knowledge including VPNs, DNS, and firewalls; experience with ticketing systems such as ServiceNow, Zendesk, or ConnectWise; and exposure to security tools like CrowdStrike, SentinelOne, or SIEM/MDR platforms is a plus.
Characteristics: A self-starter with a strong ownership mentality, curious and proactive with a desire to continuously learn, adaptable to dynamic and less-structured environments, and capable of clear, professional, and client-facing communication.
Responsibilities
Tier 2 Technical Support
- Troubleshoot escalated issues across Mac environments, cloud platforms, and SaaS tools
- Support users in cloud-first environments (Google Workspace, identity platforms, endpoint tools)
- Document issues, resolutions, and patterns clearly within the ticketing system
Cloud & SaaS Environment Support
- Work within fully remote, cloud-based client environments (no on-prem dependency)
- Assist with identity management, endpoint management, and security tools
- Support system monitoring, patching, and alert response workflows
Client-Facing Communication
- Communicate clearly and professionally with end users and client stakeholders
- Provide a high-quality support experience across multiple client environments
- Manage expectations and follow through on commitments
Collaboration & Learning
- Partner with senior engineers and project teams to resolve issues and build knowledge
- Contribute to documentation and process improvement
- Demonstrate strong ownership of assigned tickets and follow-through
Growth & Development
- Continuously build skills across cloud infrastructure, security, and systems administration
- Take initiative to learn new tools and technologies independently
- Progress toward systems-level responsibilities over time
