Tier 2 Support Engineer

Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.

JDuties 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:

• TO LIVE IN GUADALAJARA'S METROPOLITAN ZONE
• At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company.
• 3+ years of experience as 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.

ADD specifics for pods here:

• 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

Tipo de puesto: Tiempo completo

Sueldo: $35,000.00 al mes

Beneficios:

• Descuentos y precios preferenciales
• Programa de referidos
• Seguro de gastos médicos mayores
• Trabajo desde casa

Pregunta(s) de postulación:

• Vives Actualmente en la Zona Metropolitana de Guadalajara?

Idioma:

• Inglés (Obligatorio)

Lugar de trabajo: remoto híbrido en 45110, Villa la Cima, Jal.