Support Specialist (L2)

About the role

Join GlobalLogic, a leading healthcare IT security company helping healthcare organizations streamline compliance, secure critical access, and protect patient data. As a Technical Support Engineer, you will provide end-to-end technical support for enterprise software solutions in complex, networked, and virtualized environments.

Responsibilities

• Technical troubleshooting: Diagnose, debug, and resolve complex software, networking, and deployment issues in customer environments.
• Escalation and engineering collaboration: Isolate root causes, identify product flaws, and partner with engineering teams to drive long-term reliability improvements.
• Incident management: Manage high-severity, security-sensitive support cases with urgency, clear communication, and precise tracking through resolution.
• Customer advocacy: Communicate complex technical concepts clearly to diverse audiences while advocating for customer needs with empathy and professionalism.
• Knowledge sharing: Document solutions, contribute to internal knowledge bases, and build product expertise as a recognized Subject Matter Expert (SME).

Requirements

• Working knowledge of TCP/IP, DNS, firewalls, ports, and secure remote access protocols such as RDP and SSH.
• Ability to prioritize, manage, and resolve critical, time-sensitive security or software incidents.
• Fluent verbal and written English, with a track record of explaining technical details to non-technical users.
• Comfort working in a 24/7 operational model, including rotational shifts and after-hours coverage.
• Strong logical reasoning and a proactive approach to troubleshooting and independent problem-solving.
• Preferred: experience with certificate-based authentication, PKI, or TLS trust chains; hands-on administration of Windows Server or Linux environments.

Datos clave

• The role supports enterprise software solutions in complex, networked, and virtualized environments.
• Requires working knowledge of TCP/IP, DNS, firewalls, ports, and secure remote access protocols such as RDP and SSH.
• The role operates in a 24/7 model, including rotational shifts and after-hours coverage.
• Fluent verbal and written English is required.

Salario estimado

Salario estimado para soporte técnico en México: MXN 11.500 - 17.500 al mes, según 17 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.