Customer Support Engineer, Tier 2 - Mexico

Location: Remote, Mexico City, Mexico. Candidates must be located in and authorized to work in Mexico.

Company

hirify.global provides intelligent, secure IT solutions and a platform for identity, directory, and device management.

What you will do

• Serve as a senior technical contact for executive, VIP, and C-suite customers during complex incidents and escalations.
• Provide technical support through email, telephone, chat, and remote web sessions, specializing in Windows and Active Directory integrations.
• Analyze XPath and Windows event logs, network traces with Wireshark and pktmon, and memory dumps to identify root causes.
• Reproduce issues through structured testing and variable isolation, validating permanent fixes instead of temporary workarounds.
• Prepare evidence-backed escalations and collaborate with Engineering, Product, Learning, Account Management, Customer Success, and Implementation teams.
• Maintain technical documentation, improve diagnostic workflows and internal tooling, and participate in the on-call rotation.

Requirements

• 7+ years of experience in a technical, customer-facing SaaS environment, including 2–3+ years handling mission-critical technical escalations.
• Deep expertise in Windows and Active Directory, including Registry, PowerShell, Credential Manager, and Event Logging.
• Experience with Sysinternals, Wireshark, XPath, evidence-based troubleshooting, issue reproduction, and root-cause analysis.
• Ability to communicate complex technical causes and business impact clearly to senior leaders, executives, CIOs, and CISOs.
• Strong mentoring, documentation, judgment, and customer communication skills.
• Must be located in and authorized to work in Mexico. Availability for assigned on-call shifts is required.

Nice to have

• Interest in expanding expertise in RADIUS, SSO, SCIM, and AI platform features.

Culture & Benefits

• Remote work arrangement for the role.
• Cross-functional collaboration with Engineering, Product, Learning, Account Management, Customer Success, and Implementation teams.
• Opportunities to mentor peers and improve shared troubleshooting knowledge.
• Participation in structured on-call support during outages and high-priority incidents.