Support Engineer Level 2

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.- 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 ***** 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.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 employeeBenefits: - 25 vacation days (from day one) + 7 extra bank holidays- 30 Aguinaldo days payment- 25% Holiday bonus- Food Vouchers ***** MXN/month)- 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- Sponsored Learning Opportunities- Team SocialsStay connected with us on LinkedIn or keep an eye on our career page for future opportunitiesBlueOptima's vision is to become the global reference for the optimisation of the performance of Software Engineers across all industries.We provide industry-leading objective metrics in software development.We enable large organisations to deliver better software, faster and at lower cost, with technology that pushes the limits of what has been done before.We are a global organisation with headquarters in London and additional offices in India, Mexico, US and Japan.We are made up of 120 individuals from more than 20 different countries.We promote an open minded environment and encourage our employees to create their own success story in this high performance environment.Location: Guadalajara, MexicoDepartment: Technical Support