Tier 2 Support Engineer
We’re looking for a seasoned Tier 2 Support Engineer to join our global technical support team. If you thrive on solving complex problems, love diving deep into enterprise environments, and enjoy being the trusted expert customers rely on—this is your role.
Responsibilities
- Be the go-to technical expert, responding to customer inquiries via portal, live sessions, and phone.
- Troubleshoot and resolve advanced technical issues through deep research, environment replication, and solid analytical thinking.
- Create and maintain high-quality documentation: case notes, knowledge articles, and internal technical content.
- Collaborate with global teams across support, security services, sales, and operations to ensure long-term customer success.
- Deliver world-class customer support for enterprise-level clients in dynamic, security-focused environments.
- Participate in an on-call rotation to support 24/7 customer needs.
We offer
- $35,000 MXN gross monthly salary
- $1000 MXN food vouchers
- Major Medical Insurance
- Work from home (After training while keeping a good performance)
Requirements
- 3+ years of experience in Technical Support or similar roles within software or SaaS/security companies.
- Active Directory knowledge
- Windows Server knowledge
- 2-Step Authentication Administration knowledge
- Proven experience working with complex systems and troubleshooting non-standard scenarios.
- Strong problem-solving skills, with the ability to isolate root causes in live environments.
- Excellent verbal and written communication skills—clear, empathetic, and customer-focused.
- Experience supporting enterprise customers in high-demand environments.
- Ability to self-manage while collaborating effectively with global teams.
- Strong organizational, prioritization, and decision-making skills.
- Solid knowledge of Microsoft Windows OS & Windows Server 2016/2019.
- Passion for continuous learning and mastering new products, tools, and technologies.
- C1 English level
- Nice to have: CyberArk experience.
- Nice to have: Linux and Mac OS experience.
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
