Product Support Analyst (ERP, API, SaaS) - Mexico Remote

Location: Remote from Mexico

Company

hirify.global provides AI-powered SaaS platforms and services for higher education institutions, supporting the student lifecycle across approximately 3,000 customers in 50 countries.

What you will do

• Provide functional and technical support for ERP and Student Information System applications in on-premises and SaaS environments.
• Troubleshoot issues across finance and accounting, HR, procurement, CRM, business intelligence, student records, registration, grading, financial aid, advising, and related modules.
• Manage client cases in ServiceNow, document issues, track case progress, and follow through to resolution.
• Work with clients through video calls, interactive sessions, and written communication to diagnose issues and provide guidance.
• Collaborate with internal teams to share insights, identify trends, and improve support processes.
• Participate in a rotation schedule providing 24/7 support coverage for global clients.

Requirements

• 2–4 years of experience supporting ERP and/or SIS solutions in on-premises and SaaS environments.
• Strong analytical, troubleshooting, and client communication skills.
• Hands-on experience with ServiceNow or a similar ticketing system and understanding of the full case lifecycle.
• Experience with Linux environments, system resource checks, networking, Windows Server, user management, and basic IIS administration.
• Working knowledge of REST APIs, Postman or curl, SQL queries, relational databases, DNS, IP addressing, ports, SSL/TLS, firewalls, and connectivity troubleshooting.
• Basic understanding of cloud and SaaS concepts, including virtual machines, cloud networking, storage, identity and access, and load balancing.

Culture & Benefits

• Family medical coverage, dental insurance, and life insurance.
• 30-day Christmas bonus, saving fund, and monthly food coupons.
• 15 workdays of vacation, parental leave, and five charitable days.
• Thrive Flex contributions toward health, financial, or learning interests.
• Tuition reimbursement, professional development opportunities, and LinkedIn Learning.
• Diversity and inclusion programs, employee resource groups, and employee referral bonuses.