Technical Support Engineer II (AWS/SQL)

Location: Remote in Mexico, the Dominican Republic, or Costa Rica

Company

hirify.global Products develops technology platforms supported by Product and Technology teams.

What you will do

• Independently investigate complex workflow failures, platform anomalies, and system behavior using logs, databases, APIs, source code, and other technical resources.
• Own issues from initial investigation through resolution, escalation, or handoff while maintaining stakeholder communication.
• Provide Engineering with data-backed findings, reproduction steps, logs, technical context, and clearly defined requests.
• Use AWS services and observability resources to diagnose application and service issues.
• Maintain technical documentation, troubleshooting workflows, decision trees, and post-incident summaries.
• Identify recurring problems and opportunities for automation or AI-assisted operational improvements.

Requirements

• 2–5 years of experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or a similar technical troubleshooting role.
• Strong troubleshooting and log-analysis skills with platforms such as Datadog or Observe.
• Experience troubleshooting applications and services in AWS environments and investigating data with complex SQL queries.
• Ability to manually test APIs with Postman or cURL, validate JSON payloads, and use browser developer tools.
• Ability to navigate source code and application logic to correlate user-facing behavior with backend logs and system behavior.
• Strong independent problem-solving, prioritization, written communication, and cross-functional collaboration skills.

Nice to have

• Experience writing scripts or advanced queries to aggregate data and automate repetitive operational tasks.
• Experience investigating RBAC, permissions, authentication, or authorization failures.
• Experience supporting client onboarding, production incidents, or critical business workflows.
• Knowledge of a programming or scripting language and application or database architecture.
• Experience creating technical runbooks, troubleshooting guides, or operational documentation.

Culture & Benefits

• Remote work from Mexico, the Dominican Republic, or Costa Rica.
• Unlimited paid time off.
• Medical benefit contributions in accordance with local laws and the employment agreement.
• Cross-functional collaboration with client-facing teams, Product, Engineering, and other stakeholders.