Technical 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 Linux and SQL 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).
- 4+years of hands on experience in IT support with Linux
- 3+ years of experience in working with relational databases (e.g., MySQL, PostgreSQL, SQL server)
- Proficient in English and Spanish
Preferred Skills:
- Strong ability to communicate with clients and provide guidance
- 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
Addition desired skills:
- Knowledge of programming languages (e.g., Python, Java)
- Experience with Jira and Hubspot
- Familiarity with software development processes and methodologies (Agile, waterfall etc)
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!
Average salary estimate
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Are you ready to take your career to the next level as a Technical Support Engineer with BlueOptima? Located in the vibrant city of Guadalajara, Mexico, we are on a mission to optimize the performance of Software Engineers across all industries. At BlueOptima, we provide cutting-edge metrics that empower large organizations to deliver software faster and more cost-effectively. As part of our friendly and diverse team, you'll engage directly with clients, tackling inquiries and technical challenges head-on to ensure they get the best user experience possible. Your day-to-day will involve providing high-quality support to our customers through our support portal and email, conducting root cause analysis, and utilizing your SQL skills for troubleshooting. You'll collaborate closely with engineering teams to escalate complex issues and create technical documentation that helps streamline operations. We value communication, so your ability to convey technical concepts clearly will be key in training customers and collaborating with client teams. Join us, and let's create success stories together in a dynamic, growth-oriented environment where your insights can lead to tangible improvements. Plus, enjoy fantastic benefits, from generous vacation days to flexible work arrangements. If you're proficient in Linux, experienced with relational databases, and eager to make an impact, we'd love for you to be a part of our journey.
By
BlueOptima
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