Support Engineer Level 1

BlueOptima'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, Mexico

Department: Technical Support

A Support Engineer Level 1 plays a critical, customer-facing role within BlueOptima's Customer Success Organisation. As a product expert with a strategic, customer-service-oriented mindset, this engineer is responsible for the technical aspects of customer success, including onboarding, training, and support. Acting as a coach and trusted advisor, the Level 1 Engineer works to understand the customer's technical objectives, designs a tailored implementation plan, and guides them through full adoption of BlueOptima's Active MultiSite product suite.

Full, structured training for BlueOptima products will be provided, with opportunities to gain industry-standard certifications in relevant technologies.

Key Responsibilities

• Onboarding: Engage with customers remotely to assist with onboarding activities, proactively participating in the sales-to-services transition to understand their challenges and requirements.
• Adoption: In partnership with the Customer Success Manager (CSM), maintain a deep understanding of the customer's technical infrastructure and objectives to ensure the full adoption of BlueOptima's software.
• Ongoing Improvement: Continually seek improvements to products and processes, capture lessons learned from customer engagements, and share opportunities for improvement with the wider business.
• Documentation: Create and manage customer-facing documents, including solution designs and test plans.

• Strong systems administration skills for both Linux and Windows, including installation, management, and configuration.
• Expected to have at least 10 years of experience in the field of IT with expertise in Linux
• Experience in an enterprise software professional services or a technical, customer-facing role.
• Experience working with enterprise-scale organizations with file or object storage, IP networking, or Linux/Windows compute environments.
• Knowledge of data copy, data movement, replication, or disaster recovery solutions.
• Proficiency in a scripting language (e.g., Bash, Python) to automate tasks or collect debug information.
• Experience working with Cloud Object Stores such as AWS S3, Microsoft Azure, or Google Cloud.
• An understanding of networking, both architectures and protocols.
• Familiarity with version control systems like Git and Subversion is advantageous.
• Preferred: Technical certifications such as Linux, Microsoft, AWS, or Azure.

Education 

• Bachelor's degree in Computer Science or a related field preferred, or 3+ years of experience in a similar role.

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 employee

Benefits: 

• 25 vacation days (from day one) + 7 extra bank holidays
• 30 Aguinaldo days payment
• 25% Holiday bonus
• Food Vouchers (1050 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 Socials

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities