Customer Support Engineer L2

GlobalLogic; Región Centro; Presencial; MXN 433.425 - 606.796; Jornada completa

Descripción de la vacante

A leading IT services provider in Mexico is seeking a Customer Support Engineer specialized in Identity & Access Management (IAM) to enhance their healthcare IT security operations. The role involves diagnosing complex authentication issues, supporting enterprise clients through a 24/7 rotation, and ensuring seamless system integration for enhanced security. Ideal candidates will possess strong troubleshooting skills in enterprise environments and communicate effectively in English.

Formación

• Strong experience in Identity & Access Management (IAM).
• Experience troubleshooting complex authentication issues.
• Ability to work in a 24/7 support rotation.

Responsabilidades

• Diagnose and resolve complex authentication & access issues.
• Analyze logs and isolate root causes.
• Support critical incidents in a 24/7 rotation model.

Conocimientos

Troubleshooting

Strong debugging

Log analysis

Certificates & directory integrations

Enterprise systems

Strong English communication

Herramientas

Windows

macOS

Citrix

Descripción del empleo

We’re looking for a Customer Support Engineer (IAM / EAM) with strong experience in Identity & Access Management (IAM) to join a fast-growing Healthcare IT Security environment.

If you enjoy solving complex authentication issues, working with enterprise systems, and making a real impact in critical environments—this role is for you.

What You’ll Be Doing

You’ll be at the heart of customer success, supporting enterprise clients across the full product lifecycle:

• Diagnose and resolve complex authentication & access issues (SSO, MFA, directory integrations)
• Troubleshoot in networked and virtualized environments
• Analyze logs, isolate root causes, and reproduce customer scenarios
• Work closely with customers, partners, and engineering teams
• Support critical incidents in a 24/7 rotation model
• Escalate product bugs and reliability issues to engineering

What We’re Looking For (Must-Have Skills)

• Troubleshooting: Strong debugging, log analysis, certificates & directory integrations
• Environment: Enterprise systems (Windows/macOS, endpoints; Citrix is a plus)
• Communication: Strong English + ability to explain technical issues clearly

How You Work

• Analytical, structured problem-solver
• Strong prioritization & time management skills
• Comfortable in 24/7 support rotations
• Fast learner, continuously improving your technical expertise

About the Project

You’ll be working with a leading Healthcare IT Security company, helping organizations:

• Strengthen authentication and compliance
• Improve productivity through secure access solutions

Interested or know someone who fits? Let’s connect!