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IT Support Engineer

BlueOptimaZapopan, Mexico | On_siteOnsite

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!

Life at BlueOptima

BlueOptima's analytics platform empowers software developers and their companies to create better software in the most time- and cost-efficient way. The first solution of its kind, BlueOptima provides insight based on the world's only objective software developer productivity metrics: Actual Coding Effort. It's a breakthrough for software development. BlueOptima's bespoke SaaS platform facilitates analysis of productivity, together with quality, in enterprise software development, in terms of individuals, teams, tasks, projects, divisions, and outsourced suppliers. Understanding variations in performance across an enterprise empowers managers to optimize efficiency. BlueOptima is proven to identify savings of up to 20% of software budgets. BlueOptima's further offerings around benchmarking and recruiting allow organizations to cost-optimize as early as possible in software initiatives. BlueOptima serves clients from its London and Manhattan offices.
Thrive Here & What We Value1. Global team with a creative, innovative, and welcoming mindset2. Rapid career growth and opportunity to be an outstanding contributor to the company's success3. Freedom to create your own success story in a high-performance environment4. Training programs and Personal Development Plans for each employee5. Benefits: 25 vacation days + 7 extra bank holidayer, Savings Fund (Employer & Employee contributions), Major medical insurance, Vision and Dental coverage, 12 Weeks Paid Maternity/Paternity Leave, Work from Home equipment allowance, Flexible work policies6. Transparency, collaboration, and accountability7. Stay connected on LinkedIn or career page for opportunities8. Support with childcare costs (50%)9. Team Socials10. International travel opportunities

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