Who we are
Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines, and Germany, providing Customer Experience & Operational Support services for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-adding solutions to our partners by leveraging our empowered teams, innovative solutions, and technologies.

What the role is about
Helpware is looking for a Support Engineer for our Software client to join our amazing team in Guadalajara. As a Support Engineer, you will communicate with our Client's customers through phone, chat and live sessions and address any technical queries and issues.

What awaits you in this role

• You will be applying required knowledge to address and resolve technical issues or business needs of customers through thorough research, troubleshooting and reproduction.
  
• You will be documenting all technical inquiries as well as reviewing content for knowledge sharing for internal and external use.
  
• You will collaborate with your colleagues as well as sales, operations and security departments globally to ensure efficiency for the company and its clients long term.
  

Who is our ideal candidate

• You have at least 3-5 years of experience working as a Technical Support Representative or similar position in a Software company.
  
• You have over 3 years of experience working at a SaaS or security company as a consultant or advisor.
  
• You have prior background in supporting large companies as well as excellent understanding of technical aspects of a complex system.
  
• You have a good knowledge of Microsoft Windows operating system and server programs, preferably 2008, 2012 and 2016 servers.
  
• You demonstrate solid technical troubleshooting and problem solving skills, and are able to think outside the box when developing resolutions to technical issues.
  
• You have excellent communication and interpersonal skills as well as ability to efficiently prioritize and organize tasks.
  
• You are passionate about learning new products and technologies and are eager to be part of an international team.
  
• You have excellent time management and decision making skills and have a strong desire to provide best-in-class service to enterprise customers.
  
• You are ready to participate on an on-call rotation basis to provide round-the-clock support to our Client's customers.
  
• You have an excellent knowledge of the English language both written and spoken.

What Helpware has to offer

• Opportunity to work with Linux or Unix Operating Systems as well as Mac Operating Systems.
  
• Ability to gain experience of single sign on solutions (e.g. Okta, ADFS) as well as work in Windows Clustering, Network Load Balancing, SAN technologies, and disaster recovery.
  
• Authentication methods (SAML, RSA Securid, Smart cards, Tokens, Radius, LDAP).
  
• Ability to get certified in Computer Science and/or technical programs.