Tier 2 Support Engineer
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our Guadalajara, Mexico Team is growing and we're looking for experienced Tier 2 Tech Support Engineers to join our Helpware team.
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.
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
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.