**Tier 2 Support Engineer**
**Duties and Responsibilities**:
- Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.
- Document all technical inquiries.
Develop and review content for knowledge sharing for both internal purposes and customer facing platforms.
- Work directly with other general 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 ********* 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
- 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

📌 Support Engineer (Guadalajara)
🏢 Helpware
📍 Guadalajara