Support Engineer Level 2

Zapopan - Mexico

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Department:

Engineering

Job Summary

The Support Engineer Level 2 is a critical senior role that sits between customer-facing teams Product Management and Engineering. This engineer provides deep technical leadership to ensure the success of complex customer engagements. The role is highly varied and involves supporting the pre-sales deployment and support teams by troubleshooting escalated cases coordinating new features and fixes and contributing to internal documentation and best practices.

Key Responsibilities

Supporting Customer Success: Provide technical leadership for pre-sales deployment and support teams. Troubleshoot escalated support cases create reproduction environments and work directly with engineering where required.
Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early road-testing of pre-release software and representing field feedback to product management.
Technical Exploration: Identify and carry out in-depth investigations and open-ended research such as benchmarking bespoke use cases or prototyping new features.
Enablement: Contribute to internal documentation on product capabilities and best practices and deliver regular internal training to technical teams.

Qualifications :

Advanced Linux and Windows sys admin knowledge including performance tuning kernel parameters and filesystem management.
Strong scripting ability in Bash Python or an equivalent language to automate complex tasks and gather detailed debug data.
Expected to have 10-15 years of experience in the field of IT with expertise in Linux
Experience with enterprise storage technologies and architectures (SAN NAS).
Experience with data copy replication or disaster recovery solutions.
Experience with Cloud Object Stores (AWS S3 Azure Google Cloud).
Understanding of virtualization and containerization technologies (Docker IaaS PaaS).

Added skills:

In-depth knowledge of version control systems like Git and Subversion.
Understanding of security concepts and implementations (Kerberos SSL/TLS LDAP).
Advanced networking knowledge (packet tracing tuning).
An understanding of Java.

Soft Skills

Can explain technical concepts to different audiences (technical and non-technical).
An enthusiasm and curiosity to learn new concepts and technologies.
Methodical troubleshooting skills.
Experience in customer-facing roles and enterprise IT environments.
A calm and composed manner.

Education: Bachelors degree in Computer Science or a related field.

Additional Information :

Why join our team
Culture and Growth:

Global team with a creative innovative and welcoming mindset.
Rapid career growth and opportunity to be an outstanding and visible contributor to the companys success.
Freedom to create your own success story in a high performance environment.
Training programs and Personal Development Plans for each employee

Benefits:

25 vacation days (from day one!) 7 extra bank holidays
30 Aguinaldo days payment
25% Holiday bonus
Food Vouchers (1050 MXN/month)
Social security based on 100% payroll
Savings Fund (5% contributions from Employer and 5% from Employee)
Major medical insurance Vision and Dental (Extended to spouse and children)
12 Weeks Paid Maternity and Paternity Leave
Work from Home Equipment allowance
Flexible Work from Home policy - 2 days home p/w
Flexible Work from Long Distance - 4 weeks a year
Sponsored Learning Opportunities
Team Socials

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!

Remote Work :

Employment Type :

Full-time

Key Responsibilities

Supporting Customer Success: Provide technical leadership for pre-sales deployment and support teams. Troubleshoot escalated support cases create reproduction environments and work directly with engineering where required.
Product Feedback: Play an integral part in aligning customer requirements with the product roadmap by performing early road-testing of pre-release software and representing field feedback to product management.
Technical Exploration: Identify and carry out in-depth investigations and open-ended research such as benchmarking bespoke use cases or prototyping new features.
Enablement: Contribute to internal documentation on product capabilities and best practices and deliver regular internal training to technical teams.

Qualifications :

Advanced Linux and Windows sys admin knowledge including performance tuning kernel parameters and filesystem management.
Strong scripting ability in Bash Python or an equivalent language to automate complex tasks and gather detailed debug data.
Expected to have 10-15 years of experience in the field of IT with expertise in Linux
Experience with enterprise storage technologies and architectures (SAN NAS).
Experience with data copy replication or disaster recovery solutions.
Experience with Cloud Object Stores (AWS S3 Azure Google Cloud).
Understanding of virtualization and containerization technologies (Docker IaaS PaaS).

Added skills:

In-depth knowledge of version control systems like Git and Subversion.
Understanding of security concepts and implementations (Kerberos SSL/TLS LDAP).
Advanced networking knowledge (packet tracing tuning).
An understanding of Java.

Soft Skills

Can explain technical concepts to different audiences (technical and non-technical).
An enthusiasm and curiosity to learn new concepts and technologies.
Methodical troubleshooting skills.
Experience in customer-facing roles and enterprise IT environments.
A calm and composed manner.

Education: Bachelors degree in Computer Science or a related field.

Additional Information :

Why join our team
Culture and Growth:

Global team with a creative innovative and welcoming mindset.
Rapid career growth and opportunity to be an outstanding and visible contributor to the companys success.
Freedom to create your own success story in a high performance environment.
Training programs and Personal Development Plans for each employee

Benefits:

25 vacation days (from day one!) 7 extra bank holidays
30 Aguinaldo days payment
25% Holiday bonus
Food Vouchers (1050 MXN/month)
Social security based on 100% payroll
Savings Fund (5% contributions from Employer and 5% from Employee)
Major medical insurance Vision and Dental (Extended to spouse and children)
12 Weeks Paid Maternity and Paternity Leave
Work from Home Equipment allowance
Flexible Work from Home policy - 2 days home p/w
Flexible Work from Long Distance - 4 weeks a year
Sponsored Learning Opportunities
Team Socials

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!

Remote Work :

Employment Type :

Full-time

Key Skills

Ruby
Mac Os
Computer Networking
Windows
TCP
Customer Support
Linux
Shell Scripting
VPN
Dns
Technical Support
Troubleshooting

Apply Now

About Company

BlueOptima

BlueOptima's analytics platform empowers software developers and their companies to create better software in the most time and cost-efficient way. The first solution of its kind, BlueOptima provides insight based on the worlds only objective software developer productivity metrics: ... View more

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