Guadalajara, Jalisco, Mexico - Products
Backbase
Junior Support Engineer
Connected with our other BDCs around the globe, Guadalajara is powered by a high-performance team. Our collaborative nature and drive for constant learning and improvements build a great vibe. There’s also the opportunity for immense professional growth and a strong leadership culture - letting you decide how big of an impact you want to make!
You contribute to seamless integration of Backbase platform with our customers’ systems, while focusing on the back-end part of the implementation.
You are a part of the project team and have an opportunity to be mentored and trained by one of our lead engineers. You thrive working with colleagues from multiple cultures.
What you'll do
- Provide prompt and professional responses to tickets escalated from front line support teams.
- Analyze and diagnose technical issues efficiently, employing available resources and documentation, including new Azure installations, answering questions about networking, VPN, and Kubernetes.
- Escalate complex problems to senior support engineers or development teams when necessary, and cooperate with them.
- Contribute to the development and maintenance of customer-facing technical documentation and knowledge base articles.
- Given and receive feedback during regular ticket review sessions. Participate in occasional customer calls.
- You will grow into a technical subject matter expert for Backbase SaaS solutions. We offer a great starting position with enormous learning opportunities that are a great way to further your career. We use a ticketing system to manage issues and communicate with customers. Note that this is not an IT desktop support role.
Who you are
- We are looking for a colleague who has affinity with technical topics, is eager to learn and importantly, is a team player.
- You are highly customer-focused on delivering a great customer experience in our B2B company, whether they are technical or non-technical.
- You can clearly and concisely communicate in English, both written and verbally.
- You have a high interest in DevOps and infrastructure as code - and are eager to learn.
- You are self-driven and know how to methodically troubleshoot a problem.
- You have work experience as a software engineer.
- Some experience with bash and a version control system is required (we use Git).
- You don’t easily buckle under stress and know when to ask your peers for help. We have a great team of peers, SMEs and managers who are happy to support you.
- It’s a plus if you have hands-on experience in supporting SaaS applications on Microsoft Azure or alternatively, AWS.
- It helps if you are familiar with Linux, Kubernetes and Terraform.