Location
- Guadalajara, MX - Remote (within location)
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 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 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.
Additional Technical Requirements (Pods)
- 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.
- Basic knowledge of IT networks.
- Ability to work in a fast‑paced environment and make quick and informed troubleshooting decisions.
Nice to Have
- Computer Science education and/or technical certifications.
- Experience working with Linux or Unix Operating Systems.
- Experience working with Mac Operating Systems.
- Experience of single sign‑on solutions (e.g. Okta, ADFS).
- Experience in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.
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