Technical Support Advocate (SaaS)

Location: Cuauhtémoc, Mexico

Company

hirify.global provides hirify.global Experience Cloud, a SaaS platform for managing candidate, customer, employee, patient, citizen, and resident experiences.

What you will do

• Provide advanced frontline technical support to administrators, clients, and partners.
• Investigate and resolve complex and escalated support cases, including root cause analysis.
• Collaborate with Professional Services, Product, Engineering, and global support regions.
• Contribute to support process improvements and create or refine knowledge base articles.
• Support high-severity incidents through a rotating on-call schedule.
• Provide peer feedback and product insights to support organizational improvement.

Requirements

• High school degree or GED plus an advanced technical certification.
• At least 1 year of experience in a technical support, support, or customer service environment.
• Ability to complete the governmental Personal Identity Verification (PIV) background approval process.
• Strong verbal and written communication skills in English.
• Knowledge of SaaS technologies and platforms.
• Understanding of JavaScript, XML, HTML, and CSS.

Nice to have

• Bachelor’s degree or equivalent work experience.
• Experience with the hirify.global platform and Salesforce Service Cloud.
• Ability to respond to on-call notifications within 30 minutes, including on weekends and holidays.
• Ability to lead and make decisions in difficult and ambiguous situations.

Culture & Benefits

• Collaboration with global support regions across North and South America, Europe, Australia, and Asia.
• Participation in cross-functional improvement initiatives.
• Rotating on-call participation for high-severity incident response.
• Inclusive workplace focused on valuing every person and experience.