Customer Support Engineer L2 IRC304607

Our customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers' productivity.

Requirements

We are seeking a Customer Support Engineer to join our team for this opportunity out of Mexico!

Job Summary:

• Provides technical support covering the full life cycle of client's products to external customers and partners.
• Diagnoses and debugs technically complex software in networked and virtualized environments.
• Isolates and resolves problems in customer configurations and deployments. Reports product flaws or reliability limits to engineering.
• Strong customer-facing communication skills, with the ability to explain complex
  technical issues clearly and professionally
• Experience supporting secure remote access technologies (e.g., RDP, SSH)
• Working knowledge of network fundamentals (TCP/IP, DNS, ports, firewalls) related to secure connectivity.
• Experience managing high-severity, security-sensitive cases and driving them toresolution with appropriate urgency.
• Comfortable working in 24x7 operational environments, including rotational shiftsand after-hours coverage.
• Familiarity with certificate-based authentication, PKI, or TLS trust chains
• Experience supporting Windows Server and/or Linux administrative access
• Knowledge of Active Directory / LDAP in privileged access contexts
• Exposure to cloud infrastructure access (AWS, Azure, GCP)

Job responsibilities

Communication Skills

• Good standard of verbal and written English and a professional telephone manner.
• Can convey technical information at the appropriate level for any audience.
• Strives to empathize, advocate for, and maintain positive relationships with colleagues and customers.
• Approaches challenges with a proactive problem-solving mindset, independently analyzing complex customer issues and proposing resolutions.
• Committed to providing excellent customer experiences with a strong focus on empathy and advocacy.
• Self-motivated and adaptable, able to thrive in a distributed work environment, ensuring seamless communication and collaboration.
• Additional written and spoken languages (French and other European languages) are an advantage but not essential.

Productivity / Efficiency

• Leverages individual and team knowledge and expertise, knowledgebase, documentation and other information sources to help solve problems.
• Good time management skills and demonstrated ability to effectively prioritize own workload.
• Able to troubleshoot, debug and reproduce customer scenarios.
• Logical thinker with analytical and problem-solving skills.
• Learns rapidly through both formal and informal training.
• Required to be flexible, detail-oriented and organized with the ability to multi-task.
• Works toward becoming a recognized Subject Matter Expert in one or more products or features.

What we offer

Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.

Collaborative Environment: Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!

Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.

Professional Development: Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally

Excellent Benefits: We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution - helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.