Technical Support Specialist

hace 3 días


Guadalajara, Jalisco, México Helpware A tiempo completo

**About the Role**

We are seeking a highly skilled Technical Support Specialist to join our team at Helpware. As a key member of our support team, you will be responsible for providing world-class technical assistance to our enterprise-level customers.

**Key Responsibilities**

  • Respond to customer inquiries and technical problems through various communication channels.
  • Document all technical inquiries and develop knowledge-sharing content for internal purposes and customer-facing platforms.
  • Collaborate with global support colleagues, security services, sales, operations, and administration teams to ensure long-term customer success.

**Requirements**

  1. A minimum of 3-5 years' experience in technical support or a similar role in a software company.
  2. At least 3+ years of experience in a consultancy or advisory role at a SaaS or security vendor.
  3. Capable of understanding complex system technical aspects.
  4. Strong technical troubleshooting skills and problem-solving abilities.
  5. Excellent communication skills and a passion for delivering top-notch service.
  6. Experience in directly supporting enterprise-level customers.
  7. Ability to learn products and technologies quickly.
  8. Proficiency in English (written and spoken).

**Nice to Have Skills**

  • CyberArk experience.
  • Proficiency in Microsoft Windows operating system and server platforms (Windows 2016/2019 Server).
  • On-call rotation experience for 24/7 customer support.
  • Knowledge of containerized machines (Docker, K8s, Ansible, Jenkins, etc.).
  • Active Directory or other LDAP directory experience.
  • Experience with MySQL database queries.
  • Azure/AWS experience.
  • Brief knowledge of IT networks.
  • Computer Science education and/or technical certifications.
  • Experience working with Linux or Unix Operating Systems.
  • Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).
  • Single sign-on solutions (e.g. Okta, ADFS) experience.
  • Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.

**Salary Range**

The estimated salary for this position is between $80,000 and $120,000 per year, depending on location and experience.



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