Customer Support Engineer L1 IRC282792

Description
Our customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity.

Requirements
We are seeking a Customer Support Engineer to join our team for this opportunity out of Mexico

Job Summary:

• Provides technical support covering the full life cycle of client's products to external customers and partners.
• Diagnoses and debugs technically complex software in networked and virtualized environments.
• Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.
• This will be a 24/7 rotation position.
• Customer Support experience
• Troubleshooting Windows endpoints and Windows Server
• MS Domain infrastructure, Active Directory, LDAP, DNS, Certificate services
• Solid understanding of network principles

Desirable experience could include:

• Certifications such as Microsoft, VMware, Citrix, AWS, ITIL, Cisco, or CompTIA
• Strong understanding of authentication and access concepts – AD, MFA, SSO, Kerberos, RADIUS, SAML
• Experience with Active Directory and Virtualization (especially Citrix)
• Proven ability to own and manage technical cases from start to resolution
• Effective collaboration with cross-functional teams (Engineering, Customer Success, Product)

Job responsibilities

Communication Skills

• Good standard of verbal and written English and a professional telephone manner.
• Can convey technical information at the appropriate level for any audience.
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Approaches challenges with a proactive problem-solving mindset, independently analyzing complex customer issues and proposing resolutions.
• Committed to providing excellent customer experiences with a strong focus on empathy and advocacy.
• Self-motivated and adaptable, able to thrive in a distributed work environment, ensuring seamless communication and collaboration.
• Additional written and spoken languages (French and other European languages) are an advantage but not essential.

Productivity / Efficiency

• Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems.
• Good time management skills and demonstrated ability to effectively prioritize own workload.
• Able to troubleshoot, debug and reproduce customer scenarios.
• Logical thinker with analytical and problem-solving skills.
• Learns rapidly through both formal and informal training.
• Required to be flexible, detail-oriented and organized with the ability to multi-task.
• Works toward becoming a recognized Subject Matter Expert in one or more products or features.

What we offer

Culture of caring.
At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you'll experience an inclusive culture of acceptance and belonging, where you'll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development.
We are committed to your continuous learning and development. You'll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work.
GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you'll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what's possible and bring new solutions to market. In the process, you'll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility.
We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way

High-trust organization.
We are a high-trust organization where integrity is key. By joining GlobalLogic, you're placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic
GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.