Software Support Specialist

Amdocs; Región Centro; Híbrido; MXN 899,000 - 1,259,000; Jornada completa

Descripción de la vacante

A software solutions company in Guadalajara is seeking a Software Support Engineer to provide outstanding technical support to a global customer base. The ideal candidate will have at least 5 years of experience in software support, a bachelor’s degree in Computer Science, and proficiency in debugging and troubleshooting software issues. This role involves collaborating with internal teams and customers to resolve complex technical problems and improve software performance. The position offers hybrid work options and a chance to work with advanced technologies.

Servicios

Gain valuable experience with integrative systems

Exposure to advanced technologies

Formación

• 5 years’ experience as a Software Support Engineer.
• Hands-On knowledge of Log analysis: Preferred Grafana and Kibana.
• Knowledge of Cloud and Cloud Architecture: Preferred AWS.

Responsabilidades

• Provide technical support to a global customer base.
• Debug and troubleshoot issues in software solutions.
• Analyze production issues and outline corrective actions.

Conocimientos

Software debugging

Technical support

Problem-solving

Collaboration

Educación

Bachelor’s degree in Computer Science/Information Technology

Herramientas

ServiceNow

TeamViewer

Microsoft 365

Jira

Remote Desktop

Descripción del empleo

Job ID: 206494
Required Travel: Minimal
Managerial - No
Location: Guadalajara, Mexico (Hybrid)

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

Responsible for providing outstanding technical support to a global customer base.

Keeps ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction.

What will your job look like?

• Provide engineering expertise to fix, modify and engineer software solutions and configurations, to ensure that the product/solution performs within efficient design specifications.
• Investigate, debug and reproduce issues, provide fixes and workarounds, and verify changes to ensure continued operability of the software solution.
• Analyze production issues from the business and application/code perspective and outlines corrective actions.
• Technical focal point with other teams to resolve cross product/solution issues.
• Ownership and accountability of specific modules within an application and provide technical support and mentorship in problem resolution for complex issues.
• Bring continuous improvements/efficiencies to software or business processes by utilizing Software Engineering tools, various innovations and techniques and the reuse of existing solutions.
• Contribute in meeting various SLA’s and critical metrics to guarantee that tasks are completed on time and the delivery timelines meet the quality targets of the organization.
• Onboard new employees and train them on processes and collaboration with team members. Take active role in team building, including technical mentoring and knowledge transfer.
• Partner with internal/external customers to improve the understanding of customer problems, and verifies that an appropriate resolution has been applied.

All you need is...

• Bachelor’s degree in Computer Science/Information Technology or equivalent
• 5 years’ experience as a Software Support Engineer
• Operating Systems: Windows, macOS, Linux basics.
• Networking Fundamentals: TCP/IP, DNS, VPN, firewalls.
• Software & Applications: Familiarity with common enterprise tools (Microsoft 365, CRM systems).
• Database and SQL knowledge.
• Remote Support Tools: TeamViewer, Remote Desktop, etc.
• Ticketing Systems: ServiceNow, Zendesk, Jira.
• Good to have knowledge of Java, Pearl and Python: It will be an added advantage.
• Functional knowledge of SaaS Products
• Knowledge of Cloud and Cloud Architecture: Preferred AWS, but could be GCP or Azure.
• Hands-On knowledge of Log analysis : Preferred Grafana and Kibana.

Why you will love this job:

• Get a chance to gain valuable experience and wide knowledge of Software integrative systems!
• Get the opportunity to be exposed to advance marked technologies and working with multi channels and divers area of expertise!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce