Support Engineer Level 2

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.

• 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: Bachelor’s degree in Computer Science or a related field.

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 company's 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!