Tier 2 Support Engineer

hace 1 mes

Zapopan, México Helpware A tiempo completo

**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.

**Tier 2 Support Engineer**

Duties and Responsibilities:

- Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
- 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 2008/2012/2016 Server.
- Participate in on-call rotation basis in order to provide 24/7 support for the customers
- Proficiency in English both written and spoken.

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.

**Important note**: To avoid getting caught up in a scam please pay your attention to a list of a Red Flags:

- Interviews are not conducted in-person or through a secure video call.
- Potential employers require employees to purchase start-up equipment from the company.
- Potential employers require employees to pay upfront for background investigations or screenings.
- Potential employers request credit card information.
- Potential employers send an employment contract to physically sign asking for PII
- Job postings appear on job boards, but not on the companies’ websites.
- Recruiters or managers do not have profiles on the job board, or the profiles do not seem to fit their roles.

Pay: $26,000.00 per month

Ability to commute/relocate:

- 45040, Zapopan, Jal.: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- Technical Support: 3 years (required)

**Language**:

- English (required)

Work Location: Hybrid remote in 45040, Zapopan, Jal.

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