Tech Support Engineer

Location: Apodaca, Mexico; on-site work schedules may be required.

Company

hirify.global supports customers with CommScope networking products and technical services.

What you will do

• Provide first-level technical support and act as the first technical point of contact for customers.
• Investigate, reproduce, and resolve customer issues in test and lab environments.
• Manage support tickets, follow up with customers, document cases, and ensure timely closure.
• Escalate cases requiring advanced investigation and collaborate with escalation, engineering, and sales engineering teams.
• Create case notes, technical tips, white papers, and knowledge-base documentation.
• Manage customer expectations while meeting service-level agreements and maintaining a high standard of customer experience.

Requirements

• At least 2 years of customer support experience.
• Bachelor’s degree in systems engineering or a related field.
• English and Spanish language skills required.
• Basic to intermediate networking expertise and basic Linux knowledge.
• Strong written, oral, interpersonal, and customer communication skills.
• Flexibility to work changing shifts and on-site schedules as operational needs require.

Nice to have

• Experience as a technical support engineer.
• Experience with Cisco, Juniper, Arista, Extreme Networks, Dell, HP, or Alcatel networking products.
• CCNA, CCNP-R&S, JNCIA, or JNCIS-ENT/DC certification.
• Additional language skills.

Culture & Benefits

• Dynamic environment with evolving priorities.
• Focus on ownership, continuous learning, feedback, and professional development.
• Training is provided to improve product and process knowledge.
• Work is organized around customer satisfaction, accuracy, and meeting service-level commitments.