Support Engineer Level 1
A Support Engineer Level 1 plays a critical, customer-facing role within BlueOptima’s Customer Success Organisation. As a product expert with a strategic, customer-service-oriented mindset, this engineer is responsible for the technical aspects of customer success, including onboarding, training, and support. Acting as a coach and trusted advisor, the Level 1 Engineer works to understand the customer’s technical objectives, designs a tailored implementation plan, and guides them through full adoption of BlueOptima’s Active MultiSite product suite.
Full, structured training for BlueOptima products will be provided, with opportunities to gain industry-standard certifications in relevant technologies.
Key Responsibilities
- Onboarding: Engage with customers remotely to assist with onboarding activities, proactively participating in the sales-to-services transition to understand their challenges and requirements.
- Adoption: In partnership with the Customer Success Manager (CSM), maintain a deep understanding of the customer's technical infrastructure and objectives to ensure the full adoption of BlueOptima's software.
- Ongoing Improvement: Continually seek improvements to products and processes, capture lessons learned from customer engagements, and share opportunities for improvement with the wider business.
- Documentation: Create and manage customer-facing documents, including solution designs and test plans.
Qualifications
- Strong systems administration skills for both Linux and Windows, including installation, management, and configuration.
- Expected to have at least 10 years of experience in the field of IT with expertise in Linux
- Experience in an enterprise software professional services or a technical, customer-facing role.
- Experience working with enterprise-scale organizations with file or object storage, IP networking, or Linux/Windows compute environments.
- Knowledge of data copy, data movement, replication, or disaster recovery solutions.
- Proficiency in a scripting language (e.g., Bash, Python) to automate tasks or collect debug information.
- Experience working with Cloud Object Stores such as AWS S3, Microsoft Azure, or Google Cloud.
- An understanding of networking, both architectures and protocols.
- Familiarity with version control systems like Git and Subversion is advantageous.
- Preferred: Technical certifications such as Linux, Microsoft, AWS, or Azure.
Education
Bachelor’s degree in Computer Science or a related field preferred, or 3+ years of experience in a similar role.
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 LinkedIn or keep an eye on our career page for future opportunities!