Customer Support Engineer L2

Hitachi, Ltd.; Región Centro; Presencial; MXN 350.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Exciting Projects

Collaborative Environment

Work-Life Balance

Professional Development

Excellent Benefits

Descripción de la vacante

GlobalLogic is hiring a Customer Support Engineer in Mexico to provide end-to-end technical support for healthcare IT security products. You will diagnose complex issues in networked and virtualized environments, assist with deployments, and report problems to engineering.

The role requires strong customer-facing communication and comfort with 24x7 shifts. Desirable experience includes Windows Server/Linux access, certificate-based authentication, and cloud infrastructure exposure.

Formación

• Provides technical support covering the full life cycle of client's products to external customers and partners.
• Diagnoses and debugs technically complex software in networked and virtualized environments.
• Isolates and resolves problems in customer configurations and deployments; reports product flaws to engineering.
• Strong customer-facing communication skills; explains complex issues clearly and professionally.

Responsabilidades

• Communicate effectively with customers to understand and diagnose issues.
• Troubleshoot, reproduce, and resolve problems in customer environments.
• Coordinate with engineering for bug reports and escalation.
• Manage high-severity, security-sensitive cases with urgency and accuracy.
• Support in 24x7 operational environments, including rotational shifts and after-hours.

Conocimientos

Customer support

Technical troubleshooting

Networking basics

Remote access tech

English communication

Shift work flexibility

Herramientas

Windows Server

Linux access

Descripción del empleo

Job Description

Our customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity.

Requirements

We are seeking a Customer Support Engineer to join our team for this opportunity out of Mexico!

Job Summary:

• Provides technical support covering the full life cycle of client's products to external customers and partners.
• Diagnoses and debugs technically complex software in networked and virtualized environments.
• Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.
• Strong customer-facing communication skills, with the ability to explain complex
  technical issues clearly and professionally
• Experience supporting secure remote access technologies (e.g., RDP, SSH)
• Working knowledge of network fundamentals (TCP/IP, DNS, ports, firewalls) related to secure connectivity.
• Experience managing high-severity, security-sensitive cases and driving them to resolution with appropriate urgency.
• Comfortable working in 24x7 operational environments, including rotational shiftsand after-hours coverage.

Desirable:

• Familiarity with certificate-based authentication, PKI, or TLS trust chains
• Experience supporting Windows Server and/or Linux administrative access
• Knowledge of Active Directory / LDAP in privileged access contexts
• Exposure to cloud infrastructure access (AWS, Azure, GCP)

Job Responsibilities

Communication Skills

• Good standard of verbal and written English and a professional telephone manner.
• Can convey technical information at the appropriate level for any audience.
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Approaches challenges with a proactive problem-solving mindset, independently analyzing complex customer issues and proposing resolutions.
• Committed to providing excellent customer experiences with a strong focus on empathy and advocacy.
• Self-motivated and adaptable, able to thrive in a distributed work environment, ensuring seamless communication and collaboration.
• Additional written and spoken languages (French and other European languages) are an advantage but not essential.

Productivity / Efficiency

• Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems.
• Good time management skills and demonstrated ability to effectively prioritize own workload.
• Able to troubleshoot, debug and reproduce customer scenarios.
• Logical thinker with analytical and problem-solving skills.
• Learns rapidly through both formal and informal training.
• Required to be flexible, detail-oriented and organized with the ability to multi-task.
• Works toward becoming a recognized Subject Matter Expert in one or more products or features.

What we offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic is a full-lifecycle product development services leader that combines chip-to-cloud software engineering expertise and vertical industry experience to help our customers design, build, and deliver their next-generation products and digital experiences. We expertly integrate design, complex engineering, and agile delivery capabilities to deliver superior business outcomes for global brands in telecom, automotive, healthcare, technology, media and entertainment, manufacturing, and semiconductor industries.

Headquartered in Silicon Valley, GlobalLogic employs over 25,000 designers and engineers across the globe. Analysts like NASSCOM and Zinnov have recognized us for being a top company in our field, and we are consistently nominated as a preferred employer by both global HR consultative firms and local job boards. By creating a work environment that is exciting and flexible, and by fostering growth through ongoing learning and development programs, we empower our employees to achieve both their professional and personal goals.

At GlobalLogic, we make amazing products - and careers.