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Tier 2 Support Engineer

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Helpware

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Location:
Mexico , Guadalajara

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

35000.00 MXN / Month
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Job Description:

We’re looking for a seasoned Tier 2 Support Engineer to join our global technical support team. If you thrive on solving complex problems, love diving deep into enterprise environments, and enjoy being the trusted expert customers rely on—this is your role.

Job Responsibility:

  • 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:

  • 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
  • Proficiency in English both written and spoken

Nice to have:

  • Nice to have CyberArk experience
  • MacOS experience – heavily desired
  • Linux
  • 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
What we offer:
  • $1000 MXN food vouchers
  • Major Medical Insurance
  • Work from home (After training while keeping a good performance)

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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