Support Engineer Tier 2

hace 2 semanas

Guadalajara, México 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.- 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- 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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