Support Specialist (L2)

GlobalLogic; Región Centro; Presencial; MXN 40.000 - 70.000; Jornada completa

Descripción de la vacante

GlobalLogic is seeking a Technical Support Engineer to provide end-to-end technical support for enterprise software solutions in complex, networked and virtualized environments, focusing on healthcare IT security. You will troubleshoot, diagnose, and resolve issues while ensuring patient data is protected and compliance requirements are met.

In this role, you’ll work across networks, security fundamentals, and support processes in a 24/7 environment, collaborating with engineering and customer

Formación

• Working knowledge of TCP/IP, DNS, firewalls, ports, and secure remote access protocols.
• Ability to prioritize and resolve high-stakes security or software incidents.
• Fluent verbal and written English with ability to explain tech to non-technical users.
• Willingness to work in a 24/7 operational model, including rotations.
• Strong logical reasoning and proactive troubleshooting.

Responsabilidades

• Diagnose, debug, and resolve complex software, networking, and deployment issues.
• Isolate root causes and work with engineering for reliability improvements.
• Manage high-severity, security-sensitive support cases with urgency.
• Explain complex technical concepts to diverse audiences with empathy.
• Document solutions and contribute to internal knowledge bases.

Conocimientos

Network & security basics

Case management

Customer communication

Operational availability

Analytical mindset

Descripción del empleo

About the Role

Join a leading healthcare IT security company helping healthcare organizations streamline compliance, secure critical access, and protect patient data. As a Technical Support Engineer, you will provide end-to-end technical support for enterprise software solutions in complex, networked, and virtualized environments.

Key Responsibilities

• Technical Troubleshooting: Diagnose, debug, and resolve complex software, networking, and deployment issues in customer environments.
• Escalation & Engineering Collaboration: Isolate root causes, identify product flaws, and partner with engineering teams to drive long-term reliability improvements.
• Incident Management: Manage high-severity, security-sensitive support cases with urgency, clear communication, and precise tracking through to resolution.
• Customer Advocacy: Communicate complex technical concepts clearly to diverse audiences while advocating for customer needs with empathy and professionalism.
• Knowledge Sharing: Document solutions, contribute to internal knowledge bases, and continuously build expertise to become a recognized product Subject Matter Expert (SME).

Required Qualifications

• Network & Security Fundamentals: Working knowledge of TCP/IP, DNS, firewalls, ports, and secure remote access protocols (e.g., RDP, SSH).
• High-Stakes Case Management: Proven ability to prioritize, manage, and resolve critical, time-sensitive security or software incidents.
• Customer Communication: Fluent verbal and written English skills with a track record of explaining technical details to non-technical users.
• Operational Availability: Comfort working in a 24/7 operational model, including rotational shifts and after-hours coverage.
• Analytical Mindset: Strong logical reasoning skills with a proactive approach to troubleshooting and independent problem-solving.

Preferred Qualifications

• Experience with certificate-based authentication, PKI, or TLS trust chains.
• Hands-on administration of Windows Server or Linux environments.
• Knowledge of Active Directory / LDAP in privileged access contexts.
• Familiarity with cloud infrastructure access across AWS, Azure, or GCP.
• Fluency in additional European languages (e.g., French).