**Tier 2 Support Engineer (W Identity Call Outs)**:
**About Us**
Helpware is a technology-driven company with a integral presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.
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 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.
- Able and willing to work day, evening and weekend shifts as necessary in a 24X7 Global Support environment.
- 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.
- 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 2008/2012/2016 Server.
- Proficiency in English both written and spoken.
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).
- Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.
- Nice to have CyberArk experience.
**Identity **Advantages:
- Good knowledge of Microsoft Active Directory, Kerberos, and LDAP technologies.
- Knowledge of SQL Server, MS Exchange O365 Management, MDM Mobile Device Management.
- Experience with, RestAPI, SCIM, JavaScript, HTML, and other supporting technologies.

📌 Support Engineer (Identity) (Guadalajara)
🏢 Helpware
📍 Guadalajara