.Tier 2 Support EngineerAbout UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies.Our Guadalajara, Mexico Team is growing and we're looking for experienced Tier 2 Tech Support Engineers to join our Helpware team.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 and develop 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.Specifics for Pods:For EPM role / 3MacOS experience heavily desired.Linux experience.For DV / Core PAS roles / EPMWindows 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.Advantages: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)