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Urgent! Support Engineer Level 2 Job Opening In Zapopan – Now Hiring BlueOptima

Support Engineer Level 2



Job description

Job Description

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.

Qualifications

  • 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.



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
  • 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 or keep an eye on our for future opportunities!


Required Skill Profession

Computer Occupations



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