Support Specialist (Mexico)

BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio.

With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event, and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations. 

This role is based out of our new and exciting Mexico City Office. Mexico City is our first office outside of the US, and you’ll be one of the first employees there, helping us build the office from scratch and shape an amazing culture.  We’re headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel.
As a Technical Support Specialist, you will field a wide range of questions and concerns from our customers to help them to get the most out of BetterCloud. From basic Q&A to advanced troubleshooting, our team handles it all. There are opportunities to learn something new everyday.

About You

• Strong technical background with demonstrable understanding of IT and SaaS technologies
• Familiarity or working knowledge of case management, bug ticket management, customer feedback management and other general help desk technical processes
• Creative thinker and strategic problem solver
• Proven ability to quickly and calmly resolve technical issues for both happy and unhappy customers
• Able to communicate technical concepts clearly and effectively, both written and verbally
• Able to work independently and as a part of a team effectively
• Flexible, detail-oriented and organized with the ability to multitask
• Excited to play an integral role during our company’s most rapid growth period
• Smart, hungry, and looking for real world experience starting your first day
• Demonstrated ability to learn new skills quickly
  

Qualifications | Desired

• 1-2 years in a B2B customer-facing technical support or help desk role
• Google Workspace, Okta, Office 365 or other SaaS/Cloud-based applications administrative knowledge and/or certifications
• Experience with ticketing systems (Zendesk/Service Cloud/etc), JIRA, BigQuery, Google App Engine
• IT/Systems Administration experience
• Remote team experience

What You’ll Do 

• Become an expert in the BetterCloud platform and its foundational integrations (Google, Okta, Office 365, and more)
• Answer questions and solve problems for customers within our SLAs, primarily via chat (75%) and email/web ticket (25%) with occasional video calls
• Maintain a personal queue of customer cases in our ticketing system (Salesforce Service Cloud)
• Contribute to our online community and knowledge base to ensure customer-facing information stays up-to-date and relevant
• Collaborate with our Tier 2 and Escalation Management team to address advanced cases
• Get to know and advise a smart and engaged customer base
• Participate in holiday coverage shift rotation for high priority issues

Goals

By the end of week 1, you will:

• Meet with your onboarding buddy
• Set up meet-and-greets with stakeholders and your peers in other squads
• Learn how the engineering organization is structured
• Become familiar with how we plan, build and deploy work at BetterCloud
• Ensure you have access to all our software development tools

By the end of 30 days, you will:

• Acquire enough knowledge of the BetterCloud product, tooling, and team operations to be assigned regular shifts in the live customer support chat and case rotation.
• Complete all Support Demo trainings (Data Protection, Alerts, DIrectory,Workflows,Integration Center, Audit Logs, and Privileges)
• Obtain Google Coursera Certification
  What We Offer
  
• Hybrid work model with up to 2 days per week working from home
• Generous PTO policy plus paid mental health days
• Seguro de Gastos Médicos Mayores, Seguro de Asistencia Médica, Vision Insurance, Dental Insurance, Life Insurance and dedicated mental health resources
• Financial wellness support and one-time WFH stipend
• Plus more… Think events, killer swag, and a strong BetterCloud Community!

BetterCloud is an Equal Opportunity Employer, including disabled and vets.

*Remote - This role is not eligible for remote employees. Employees must be based in the Mexico City area. 

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