Summary: This role involves responding to customer inquiries and technical problems, troubleshooting issues, documenting technical inquiries, and collaborating with global support teams to ensure customer success. Highlights: 1. Opportunity to work with a global company in technical support 2. Focus on customer support and technical troubleshooting 3. Collaboration with global colleagues and various departments Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses. **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:** * **TO LIVE IN GUADALAJARA'S METROPOLITAN ZONE** * At least 3-5 years’ experience in Technical Support or a position of similar nature in a software company. * 3+ years of experience as 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 **We offer:** * 35,000MXN gross * Food vouchers * Law benefits * Major Health Care Insurance * Savings fund Type of position: Full-time Salary: $8,042.65 - $19,610.47 per month Benefits: * Discounts and preferential pricing * Referral program * Major medical expense insurance * Remote work Application question(s): * Do you currently live in the Guadalajara Metropolitan Zone? Language: * English (Mandatory) Work location: On-site employment Expected start date: 01/04/2026