Support Engineer Tier 2 Job at Helpware (Guadalajara)

Support Engineer Tier 2

The PCloud Technical Support Engineer (L2) is responsible for ensuring the secur...

Location

Mexico , Guadalajara

Salary:

Not provided

Helpware

Expiration Date

Until further notice

Requirements

3+ years of experience in Systems Administration or L2 Technical Support (Enterprise level)
Solid experience with Windows Server (2016/2019/2022) and Windows Clustering / Network Load Balancing (NLB) Administration
Experience working with Linux or Unix Operating Systems (Command line proficiency)
Proficiency in TCP/IP, DNS, and Firewall configurations to ensure SaaS-to-On-Prem connectivity. Packet analysis
Computer Science education and/or relevant technical certifications (Microsoft, Security+, etc.)
Ability to perform root-cause analysis using Event Viewer, PowerShell, and system logs
English Level: C1

Job Responsibility

Perform deep-dive troubleshooting on Privilege Cloud components: Web Portal, Password Manager, and Session Manager
Analyze Cloud and Component logs to resolve complex integration, connectivity, and session recording issues
Manage and rotate privileged credentials across Windows, Linux, and Database platforms
Provide technical guidance to Enterprise IT teams on Vaulting best practices and secure access workflows
Collaborate with Engineering and Global Support to report and test patches for SaaS-based PAM environments

Fulltime

Tier 2 Support Engineer

Location

Mexico , Guadalajara

Salary:

35000.00 USD / Month

Helpware

Expiration Date

Until further notice

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

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

Fulltime

Technical Support Engineer, Tier 2

As a Technical Support Engineer, you will play a pivotal role in delivering an e...

Location

United States , Salt Lake City; Lehi

Salary:

37.50 - 42.79 USD / Hour

Gong

Expiration Date

Until further notice

Requirements

4+ years in technical support, product support, or developer support roles
Industry Background: B2B SaaS, technology companies, enterprise software support
Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams
Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements
Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements
Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, Glean, API debugging tools, Browser Dev Tools
B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products
Technical Literacy: Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps during troubleshooting
System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, and configuration implementation
Log Analysis & Scripting Logic: Comfortable reading and executing existing scripts to automate diagnostic checks and routine maintenance

Job Responsibility

Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) ensuring timely and high-quality resolution
Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs
Maintain a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience
Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration
Become an expert in Gong’s platform, mastering its features, integrations, and workflows
Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations
Identify and document workarounds and solutions for known issues, helping customers stay productive
Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues
Advocate for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities
Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements

What we offer

We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle
Mental Health benefits with covered therapy and coaching
401(k) program to help you invest in your future
Education & learning stipend for personal growth and development
15 days of accrued PTO and 8+ days of sick leave annually
Paid parental leave to support you and your family
Company-wide recharge days each quarter
Work from home stipend to help you succeed in a remote environment

Fulltime

Tier 2 Support Engineer

We’re looking for a seasoned Tier 2 Support Engineer to join our global technica...

Location

Mexico , Guadalajara

Salary:

35000.00 MXN / Month

Helpware

Expiration Date

Until further notice

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

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

What we offer

$1000 MXN food vouchers
Major Medical Insurance
Work from home (After training while keeping a good performance)

Fulltime

Technical Support Engineer - Tier 2

As a Tier 2 Support Engineer within the Technical Support Services (TSS) team, y...

Location

United States

Salary:

Not provided

Optimizely

Expiration Date

Until further notice

Requirements

Minimum of three years in a similar position
Experienced with .NET, MVC, and C#
Experienced in other web technologies including MSSQL, WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
Experienced in diagnosing code-related issues
Experienced in memory dump analysis
Experienced TCP Dump analysis/Profile Traces
Experienced Troubleshoot performance bottlenecks
Bachelor’s degree in computer science, IT, or Telecommunications preferred, or equivalent working experience

Job Responsibility

Independently triage and resolve complex Tier 2 cases with minimal supervision
Identify recurring issues and suggest improvements to documentation
Escalate complex issues with clear context and documentation
Collaborate cross-functionally to resolve customer-impacting issues
Proactively contributes to knowledge base articles and internal process improvements
Document all customer interactions and resolutions with detail, clarity, and accuracy in Optimizely’s ticketing system
Attend team meetings, collaboration sessions, internal and external trainings and participate in on-call rotation
Establish knowledge in all technological areas of the Optimizely products
Exercises sound judgment within established procedures to determine appropriate actions
Provide prompt, empathetic and technical sound support across all channels

Tier 2 Technical Support Engineer

We’re looking for a Tier 2 Technical Support Engineer to join our global support...

Location

Bulgaria , Sofia

Salary:

Not provided

Yotpo

Expiration Date

Until further notice

Requirements

2+ years of B2B technical support experience
Experience supporting complex SaaS platforms
Strong troubleshooting and analytical skills
Ability to quickly understand and navigate complex systems
Excellent English communication skills
A proactive, ownership-driven mindset
Strong collaboration skills when working with Product, R&D, and cross-functional teams
Strong sense of ownership and accountability
Strong communication and stakeholder management skills
HTML & CSS (required)

Job Responsibility

Investigate and resolve complex technical issues escalated from Tier 1 and internal teams
Troubleshoot across product components, APIs, integrations, and platform behavior
Serve as the technical escalation point for high-impact customer cases
Partner with Product and R&D to diagnose root causes and drive fixes
Identify recurring issues and lead efforts to implement long-term solutions
Analyze support trends and recommend product or process improvements
Improve support workflows and operational efficiency
Mentor and support Tier 1 and Tier 2 engineers through technical guidance, knowledge sharing, and day-to-day professional support
Communicate customer pain points and technical insights to cross-functional teams
Take initiative in driving support-related process improvements and operational excellence

What we offer

Track to success – work in a dynamic organization with ambient and laid-back office atmosphere
Individualized career development, rewards, and recognition
Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
Additional health insurance package
Internal mobility program and refer-a-friend program
Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
Food vouchers
E-learning portals and knowledge sharing sessions
Company backed Hackathons, Tech conferences, workshops events, etc
Stocked kitchen and bar

Tier 2 Support

Your next role Your next employee Join Nextech About Us Blog Your Next Step Job ...

Location

United Kingdom , Knutsford

Salary:

29000.00 GBP / Year

NEXTECH GROUP

Expiration Date

Until further notice

Requirements

2+ years supporting enterprise IT infrastructure
Strong working knowledge across Windows Server (2012-2019), Linux (RedHat), SQL Server, Active Directory and Networking
Familiarity with Azure (or another major cloud) and containerisation (Docker / Kubernetes)
Scripting in at least one of PowerShell, Python or Bash
Experience working to SLAs/KPIs in a ticketed environment

Job Responsibility

Resolving Level 2 tickets, incidents and escalations within SLA
Troubleshooting complex system, network and platform issues using logs, monitoring tools and your own diagnostic instincts
Performing intermediate configurations, installations and updates across hybrid cloud and on-premises systems
Producing root cause analysis on recurring issues and feeding improvements back into the team
Supporting CI/CD pipelines and infrastructure-as-code tooling under guidance from senior engineers
Escalating only the most advanced cases to L3 - with full context captured
Contributing to the knowledge base and post-incident reviews

What we offer

Route to perm
Clear progression
Real learning environment

Fulltime

ISS Engineer (Tier 2)

We’re building the foundation for how Information Systems and Security Operation...

Location

United States , Austin

Salary:

80000.00 - 85000.00 USD / Year

Astronomer

Expiration Date

Until further notice

Requirements

2+ years of experience with Python (or similar scripting languages) and APIs
Strong troubleshooting skills across endpoints, identity/access, and collaboration platforms
owning issues through to resolution
Hands-on SecOps exposure using tools like EDR/SIEM/SOAR for alert triage, investigation, and incident handling (or closely related experience with the ability to ramp fast)
Data and analytics mindset with comfort pulling, cleaning, and analyzing operational data (tickets, alerts, logs) to guide decisions
Automation capability using scripting (Python or similar), APIs, and/or orchestration—building safe, auditable workflows that may leverage GenAI/ML for enrichment or decision support
Clear communicator who stays calm under pressure, comfortable navigating ambiguity and proposing structured solutions
Demonstrated curiosity and learning agility, with interest in growing across IT, security, and data/automation

Job Responsibility

Own Tier 2 escalations across endpoints, identity & access, collaboration tools, and core services—balancing fast resolution with long-term quality
Investigate root causes of recurring issues and design durable fixes that prevent repeat incidents (vs. one-off workarounds)
Develop secure configuration standards and baselines spanning endpoints, GenAI, orchestration, and SaaS/cloud infrastructure, and iterate on them to support scale and reliability
Shape incident/problem/change practices by proposing safe changes with clear rollback plans and improving how the team learns from incidents
Create operational documentation (knowledge base articles, runbooks, reusable patterns) that reduces escalations and uplevels the service desk
Triage and investigate security alerts in EDR/SIEM/SOAR, escalate effectively, and coordinate containment to recovery using playbooks with clear timelines
Build and improve automations + analytics (GenAI/ML workflows, scripts/APIs, dashboards) to streamline tasks like alert enrichment, ticket routing, lifecycle changes, remediation flows, and ongoing operational reporting
Partner on vulnerability and patch management by prioritizing issues, tracking remediation to SLAs, and verifying closure in measurable ways

What we offer

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