- 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.
- 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.
- 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
-
Support Engineer
hace 2 días
sellia Zapopan, México**Sellia** · - Sellia_ es unala plataforma de comunicación con el cliente que ayuda a las empresas a estar siempre disponibles frente a consumidores que necesitan soluciones rápidamente. Desde consultas, ventas, recursos humanos, marketing, conecta a través de Whatsapp y de las a ...
-
ERP Support Engineer
hace 10 horas
Link BG México Guadalajara, MéxicoÚnete a nuestro corporativo administrativo en el área de SOFTWARE DEVELOPMENT... Buscas hacer crecer tu vida y experiência laboral como: · Vacante**:ERP SUPPORT ENGINEER Presencial en GDL** · Requisitos: Ingeniería en Sistemas, Ingeniería Industrial, Ingeniería en Informática, o ...
-
IT Support Engineer
hace 1 día
Oracle Guadalajara, MéxicoIT Support Engineer -22000G2V · **Applicants are required to read, write, and speak the following languages***: English · **Preferred Qualifications** · Oracle IT-Support personnel have a deep understanding of the company products and extensive experience in troubleshooting, help ...
-
IT Support Engineer
hace 1 día
AstraZeneca Guadalajara, MéxicoAstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. · R&D IT is AZ's global IT capability function supporting key science re ...
-
Support Engineer
hace 1 día
Paystand Guadalajara, México**Paystand** · Nestled in the beautiful Santa Cruz mountains, just south of Silicon Valley is where we started. Then stepped into unique and historic Guadalajara, the Mexican Silicon Valley; and Salt Lake City, with the dramatic backdrops of the mountains of Utah. With brand new ...
-
Support Engineer
hace 1 día
HCL Technologies Guadalajara, MéxicoMexico · 1-3 Years · Mexico · **Job Family** · Support · **Job Description (Posting).** · To design, execute, and optimize testing strategies, mentor junior team members, and advocate for best practices across the development lifecycle. · **Qualification** · B-Tech · **No. of Pos ...
-
NET Support Engineer
hace 2 días
Acute Talent Guadalajara, MéxicoAt Acute Talent in Guadalajara, we are seeking a.Net Support Engineer to work with one of our clients. · Position Title -.DotNet Support Engineer · **Location**: #Guadalajara · **Requirements**: · **Skills**: · DotNet Core · SQL on #SQLServer · Azure native functions · Angular - ...
-
IT Collaboration Support Engineer
hace 3 días
Flex Guadalajara, MéxicoAt Flex, we welcome people of all backgrounds. Our employees thrive here by living our values: we support each other as we strive to find a better way, we move fast with discipline and purpose, and we do the right thing always. Through a respectful, inclusive and collaborative cu ...
-
Customer Support Engineer
hace 3 días
BMC Software Guadalajara, México**Basic Information**: · Country · Mexico · State · Jalisco · City · Guadalajara · Date Published · 14-Mar-2023 · Job ID · 36660 · Travel Amount · None · **Description and Requirements**: · LI-OG1 · BMC works with 86% of the Forbes Global 50 and customers and partners around the ...
-
Software Support Engineer
hace 2 días
amdocs Guadalajara, México**Job ID**:184738 · **Required Travel**: Minimal · **Managerial - No** · **Location:**:Mexico-Guadalajara (AM) · **Who are we?**: · Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our custo ...
-
Customer Support Engineer
hace 2 días
BMC Software Guadalajara, México**Basic Information**: · Country · Mexico · State · Jalisco · City · Guadalajara · Date Published · 03-Apr-2023 · Job ID · 36822 · Travel Amount · None · **Description and Requirements**: · LI-OG1 · "At BMC trust is not just a word - it's a way of life" We are an award-winning, e ...
-
Production Support Engineer
hace 2 días
Distillery Guadalajara, México**About Distillery**: · Distillery is a high-growth technology services company specializing in end-to-end custom software development and IT staffing for startups, small and mid-size businesses, and enterprises. We help our clients to imagine, design, engineer and deliver busine ...
-
Technical Support Engineer
hace 10 horas
TeamViewer Guadalajara, MéxicoCompany Description · TeamViewer is a leading global technology company that provides a connectivity platform to remotely access, control, manage, monitor, and repair devices of any kind - from laptops and mobile phones to industrial machines and robots. TeamViewer proactively sh ...
-
Customer Support Engineer
hace 1 día
BMC Software Guadalajara, México**Basic Information**: · Country · Mexico · State · Jalisco · City · Guadalajara · Date Published · 21-Mar-2023 · Job ID · 36715 · Travel Amount · None · **Description and Requirements**: · LI-OG1 · "At BMC trust is not just a word - it's a way of life" We are an award-winning, e ...
-
Customer Support Engineer
hace 2 días
BMC Software Guadalajara, México**Basic Information**: · Country · Mexico · State · Jalisco · City · Guadalajara · Date Published · 31-Mar-2023 · Job ID · 36811 · Travel Amount · None · **Description and Requirements**: · LI-OG1 · "At BMC trust is not just a word - it's a way of life" We are an award-winning, e ...
-
Dev Support Engineer
hace 10 horas
EPAM Systems Guadalajara, MéxicoYou are curious, persistent, logical and clever - a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a **Dev Support Engineer **. ...
-
Technical Support Engineer
hace 3 días
Brightcove Guadalajara, MéxicoWorking for Brightcove will give you a unique opportunity to join a fast growing company and play an integral role building products and online services that promise to transform the media industry and change the way people all over the world watch video. · **Responsibilities**: ...
-
Aks Support Engineer
hace 2 días
Cognizant Guadalajara, México**Delivery Manager** · **Qualification**: · B Sc, B Com, Relevant Diploma Degrees (CSC, Electronics), BE · ** Responsibility**: · Business / Customer · - Understand and articulate complex problems related to the specific technology. · - Provide business development support by ass ...
-
Application Support Engineer
hace 3 días
Talent Accelerator Guadalajara, MéxicoThis is a hybrid position in Guadalajara, Jalisco, Mexico. Work remotely on Mondays and Fridays. · **Responsibilities**: · - Devise or modify procedures to solve complex problems utilizing industry-standard algorithms and tools. · - Collaborate with development staff to determine ...
-
Application Support Engineer
hace 3 días
Talent Accelerator Guadalajara, México**This is a hybrid position at Guadalajara Jalisco.** · **Key Responsibilities**: · - Design and implement infrastructure based on specifications. · - Devise or modify procedures to solve complex problems using industry-standard algorithms and tools. · - Determine operational req ...
Tier 2 Support Engineer - Guadalajara, Jal., México - Helpware Inc.
Descripción
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:
Qualifications:
Our Ideal Candidate:
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:
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.