Support Engineer Level 2

BlueOptima; Región Centro; Presencial; MXN 60,000 - 80,000; Jornada completa

Descripción de la vacante

A global tech company is seeking a Senior Support Engineer Level 2 to provide technical leadership and support for customer engagements. You will troubleshoot escalated cases, align product feedback, and contribute to internal documentation. The ideal candidate has a Bachelor's degree, strong Linux and Windows skills, and 10-15 years of experience in IT. The position offers a flexible remote work policy and extensive benefits including medical insurance and generous vacation days.

Servicios

25 vacation days + 7 extra bank holidays

25% Holiday bonus

Social security based on 100% payroll

Major medical insurance, Vision and Dental

12 Weeks Paid Maternity and Paternity Leave

Flexible Work from Home policy

Work from Home Equipment allowance

Formación

• Advanced Linux and Windows sys admin knowledge required.
• Strong scripting skills to automate tasks.
• 10-15 years of relevant IT experience necessary.
• Experience with enterprise storage technologies needed.
• Familiarity with cloud storage like AWS S3 is required.
• Understanding virtualization and containerization is advantageous.

Responsabilidades

• Provide technical leadership for customer engagement.
• Troubleshoot escalated support cases effectively.
• Align customer needs with product management through feedback.

Conocimientos

Advanced Linux and Windows sys admin knowledge

Strong scripting ability in Bash, Python

10-15 years of experience in IT

Experience with enterprise storage technologies

Experience with Cloud Object Stores

Understanding of virtualization technologies

In-depth knowledge of version control systems

Advanced networking knowledge

Understanding of security concepts

Understanding of Java

Educación

Bachelor’s degree in Computer Science or related field

Descripción del empleo

Job Description

The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams, Product Management, and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales, deployment, and support teams by troubleshooting escalated cases, coordinating new features and fixes, and contributing to internal documentation and best practices.

Key Responsibilities

• Supporting Customer Success: Provide technical leadership for pre-sales, deployment, and support teams. Troubleshoot escalated support cases, create reproduction environments, and work directly with engineering where required.
• Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early "road-testing" of pre-release software and representing field feedback to product management.
• Technical Exploration: Identify and carry out in-depth investigations and open-ended research, such as benchmarking bespoke use cases or prototyping new features.
• Enablement: Contribute to internal documentation on product capabilities and best practices, and deliver regular internal training to technical teams.

Qualifications

• Advanced Linux and Windows sys admin knowledge, including performance tuning, kernel parameters, and filesystem management.
• Strong scripting ability in Bash, Python, or an equivalent language to automate complex tasks and gather detailed debug data.
• Expected to have 10-15 years of experience in the field of IT with expertise in Linux
• Experience with enterprise storage technologies and architectures (SAN, NAS).
• Experience with data copy, replication, or disaster recovery solutions.
• Experience with Cloud Object Stores (AWS S3, Azure, Google Cloud).
• Understanding of virtualization and containerization technologies (Docker, IaaS, PaaS).

Added skills:

• In-depth knowledge of version control systems like Git and Subversion.
• Understanding of security concepts and implementations (Kerberos, SSL/TLS, LDAP).
• Advanced networking knowledge (packet tracing, tuning).
• An understanding of Java.

Soft Skills

• Can explain technical concepts to different audiences (technical and non-technical).
• An enthusiasm and curiosity to learn new concepts and technologies.
• Methodical troubleshooting skills.
• Experience in customer-facing roles and enterprise IT environments.
• A calm and composed manner.

Education: Bachelor’s degree in Computer Science or a related field.

Additional Information

Why join our team? Culture and Growth:

• Global team with a creative, innovative and welcoming mindset.
• Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success.
• Freedom to create your own success story in a high performance environment.
• Training programs and Personal Development Plans for each employee
• 25 vacation days (from day one!) + 7 extra bank holidays
• 25% Holiday bonus
• Social security based on 100% payroll
• Savings Fund (5% contributions from Employer and 5% from Employee)
• Major medical insurance, Vision and Dental (Extended to spouse and children)
• 12 Weeks Paid Maternity and Paternity Leave
• Work from Home Equipment allowance
• Flexible Work from Home policy - 2 days home p/w
• Flexible Work from Long Distance - 4 weeks a year