Tier 2 Support Engineer

**About Us**

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines, and Germany, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

**So, why Helpware?**

Let's start with the facts. In the past year, our team has grown 4 times in size across the globe and increased company revenue exponentially. That's not by coincidence. People are our single greatest commodity, which is why we are careful who is let into our world of Helpers. We are currently in search of a **Tier 2 Technical Support Engineer** to push the boundaries and join our team of hard-working, driven individuals. We are guided at all times by the values of inclusion, cultural sensitivity and genuine caring. If you value hard work, driving change, and contributing to something greater than yourself, check out the details below and apply

**What is this role about?**

Helpware is looking for a Tier 2 Technical Support Engineer for our software client to join our amazing team in Guadalajara. As a Tier 2 Technical Support Engineer, you will communicate with our client's customers through phone, chat and live sessions and address any technical queries and issues.

**Primary 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.

**Qualifications**:

- 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.
- 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.

**Our Client's Background**

Our client is a leading software company specializing in cyber security. The goal of our client is to provide identity security solutions through the platform and protect companies from unauthorized access and malicious actors.

**What we offer**:

- Law Benefits
- Social Security (IMSS)
- 12 Vacations Days after First Year
- Vacation Bonus (Prima Vacacional)
- Christmas Bonus (Aguinaldo)
- Sunday Bonus (Prima Dominical)
- Food Vouchers
- Health Insurance
- Excellent Work Environment
- Opportunities for Growth
- On Staff Nutritionist
- Convenient Partnerships for Food and _More_

**Work Environment**:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, especially those severely affected by this pandemic. Our policy is our people first, and our goal is to keep our employees safe during these uncertain times.

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