Support Engineer Tier 2

hace 4 días

Guadalajara Mexico Metropolitan Area Helpware A tiempo completo

Tier 2 Support Engineer – On Prem L2 (CPM, Vault, PVWA, PSM) and EPM L2

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:@AA

● 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.

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