Technical Support Engineer Tier 2

Helpware; Región Centro; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A technology support company in Mexico seeks a Technical Support Specialist with 3-5 years of experience. The role involves responding to technical inquiries, providing support for enterprise-level customers, and requires strong troubleshooting skills. Proficiency in Microsoft Windows, along with experience in SaaS, is essential. This position also involves participation in an on-call rotation, ensuring 24/7 customer support and collaboration with global teams.

Formación

• 3-5 years’ experience in Technical Support or similar software role.
• Experience at a SaaS or security vendor in a consultancy role.
• Strong technical problem-solving and troubleshooting skills.

Responsabilidades

• Respond to customer inquiries through multiple channels.
• Document technical inquiries and knowledge-sharing content.
• Work with global support colleagues and administration.

Conocimientos

Technical troubleshooting skills

Excellent communication skills

Microsoft Windows knowledge

Proficiency in English

Ability to work independently

Time management skills

Problem-solving ability

Educación

Computer Science education or technical certifications

Herramientas

Docker

Kubernetes

Ansible

Jenkins

Active Directory

MySQL

Azure

AWS

Descripción del empleo

Duties and Responsibilities

• Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
• Address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
• Document all technical inquiries. Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
• Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.

Requirements

• At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company.
• 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role.
• Capable of understanding the technical aspects of a complex system.
• Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
• Must have excellent communication skills and a passion for providing world-class service.
• Experience of directly supporting enterprise-level customers.
• Ability and desire to learn products and technologies.
• Must be able to work independently as well as with others, as part of a domestic and international team.
• Excellent time management, decision making, prioritization and organization skills.
• Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2016/2019 Server.
• Participate in on-call rotation basis in order to provide 24/7 support for the customers
• Nice to have CyberArk experience.
• Proficiency in English both written and spoken.

Pod specifics

• For EPM role / 3
• MacOS experience – heavily desired
• Linux
• For DV / Core PAS roles / EPM
• Windows and Linux Server Administration experience
• Knowledge of containerized machines (Docker, K8s, Ansible, Jenkins, etc) a plus
• Active Directory or other LDAP directory experience
• Experience with MySQL database queries
• Azure/AWS experience
• Basic knowledge of IT networks
• Ability to work in a fast-paced environment and make quick and informed troubleshooting decisions

Advantages

• Computer Science education and/or technical certifications
• Experience working with Linux or Unix Operating Systems.
• Experience working with Mac Operating Systems.
• Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).
• Experience of single sign on solutions (e.g. Okta, ADFS).
• Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.