Indigo Hardware – Remote Support Engineer (AI)

Location: Remote role based in Tlaquepaque, Jalisco, Mexico; support for North American customers and participation in a monthly on-call rotation across global time zones.

Company

hirify.global provides hardware and technical services, including Indigo digital printing solutions.

What you will do

• Deliver end-to-end technical support using remote diagnostic tools and resolve complex cases remotely.
• Engage customers, understand technical pain points, define resolution strategies, and build long-term trust.
• Conduct remote Root Cause Analysis and contribute findings to technical knowledge resources.
• Coordinate with customers, Field Service Engineers, delivery teams, and parts approval teams to ensure accurate handovers.
• Create knowledge articles and training materials to support self-service and remote resolution.
• Own complex escalations, set priorities, and ensure timely case progression.

Requirements

• Fluent English is required for supporting North American customers.
• High school diploma or equivalent is required.
• At least 3 years of customer-facing technical support experience, either remote or onsite.
• Experience with remote diagnostic tools, knowledge management systems, and case management platforms such as ServiceNow.
• Strong technical communication, documentation, problem-solving, customer service, and cross-functional collaboration skills.

Nice to have

• College degree in a technical field.
• Experience with hirify.global Indigo as a press operator or field technician.
• Experience contributing to process improvement, automation, and remote resolution initiatives.

Culture & Benefits

• Remote technical support role focused on proactive, data-driven resolution.
• Monthly after-hours on-call rotation supporting 24x7 or 18x6 coverage across global time zones.
• Cross-regional and cross-functional collaboration in a matrixed environment.
• Opportunity to reduce field dispatches through AI, XR, remote diagnostics, knowledge sharing, and automation.