SaaS Tech - Software Support Engineer

Company Description

BlueOptima’s vision is to become the global reference for the optimisation of the performance of Software Engineers across all industries. We provide industry-leading objective metrics in software development. We enable large organisations to deliver better software, faster and at lower cost, with technology that pushes the limits of what has been done before. 

We currently are located in 4 countries: London (our HQ), Mexico, India, and the US. A total number of 110+ employees (and increasing every day) from different nationalities and with over 25 languages spoken.

We promote an open minded environment and encourage our employees to create their own success story in this high performance environment.

Location: Guadalajara, Mexico
Department: Technical Support

Job Description

We are seeking a dedicated and skilled Technical Support Engineer to join our team. The ideal candidate will be responsible for providing high-quality technical support to our customers, troubleshooting issues, and ensuring a seamless user experience. The role requires a strong understanding of SQL and databases, along with excellent communication skills.

Key Responsibilities:

• Respond to customer inquiries via support portal and email, providing timely and accurate solutions.
• Conduct root cause analysis to identify and resolve recurring issues.
• Utilize SQL to query and analyze database information for troubleshooting purposes.
• Collaborate with engineering and client facing teams to escalate and resolve complex issues.
• Arrange and attend virtual meetings with clients, client teams, and engineering to resolve complex technical issues.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Provide training and support to customers on product features and functionalities.
• Monitor system performance and provide feedback for product improvements.
• Assist in the onboarding of new clients and provide ongoing support as needed.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Proficient in English and Spanish
• Proficiency in SQL and experience working with relational databases (e.g., MySQL, PostgreSQL, SQL Server).
• Familiarity with scripting with python and bash.
• Knowledge of Linux and Linux environments.
• Strong troubleshooting skills and ability to analyze complex technical issues.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent organization skills.
• Strong customer service orientation.

Preferred Skills:

• Experience with Jira and Hubspot
• Familiarity with software development processes and methodologies is a plus.
• Knowledge of programming languages (e.g., Python, Java) is a plus.
  

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 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
• 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!