Customer Support Engineer, Tier 1 (MacOS and MDM) - Mexico

Location: Remote in Mexico; must be located in and authorized to work in Mexico. Scheduled shift: 9:00–18:00 MDT, Monday–Friday, with some weekend work and on-call participation as required.

Company

hirify.global provides intelligent, secure IT through the hirify.global Platform.

What you will do

• Provide technical support, troubleshooting, and issue resolution through email, telephone, chat, and remote web sessions.
• Manage high-priority and complex technical support tickets, reproduce issues in-house, and respond to customers promptly.
• Collaborate with peers, escalation points, mentors, Product, Learning, Account Management, and Implementation Engineering.
• Maintain technical knowledge of the hirify.global Platform and help keep customer education programs accurate and up to date.
• Create and maintain internal knowledge base articles and participate in projects that improve customer and support engineer experiences.

Requirements

• At least 1 year of experience in a technical, customer-facing role, preferably in a SaaS environment.
• At least 1 year of experience handling mission-critical customer issues and customer or technical escalations.
• Excellent interpersonal communication and strong oral and written communication skills.
• In-depth knowledge of macOS, including FileVault, Keychain, Apple Mobile Device Management (MDM), DEP, and overall system management.
• Knowledge of Directory Services, including Google Workspace, Okta, and LDAP; iOS management; Software Management with VPP; REST APIs; user onboarding and offboarding; and information security best practices.
• Ability to learn new technologies, collaborate effectively, and thrive in a rapidly changing environment.
• Must be located in and authorized to work in Mexico.

Nice to have

• Knowledge of Linux concepts including SSH, UID and GID management, PAM, and package management with Yum, RPM, Apt, or similar tools.
• Experience supporting and troubleshooting Ubuntu, Debian, RHEL, or CentOS.
• Experience providing live chat support to technical customers and technology stakeholders.
• Scripting experience.
• Experience using AI to enhance productivity and AI prompt engineering skills.
• Experience with full-time remote work and self-motivated productivity.

Culture & Benefits

• Remote work arrangement.
• Collaborative work with peers, mentors, and cross-functional teams.
• Participation in on-call shifts with assigned availability requirements.
• Some weekend work may be required.