Ingeniero de Soporte Técnico Nivel 2 (Bilingüe)

Descripción

**Job Overview** **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:** * **LIVE IN GUDALAJARA'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 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 Tipo de puesto: Tiempo completo Sueldo: $35,000\.00 al mes Beneficios: * Caja de ahorro * Descuento de empleados * Descuento de gimnasio * Seguro dental * Trabajo desde casa * Vales de restaurante Lugar de trabajo: remoto híbrido en 45110, Vallarta Universidad, Jal.