Associate Principal Engineer - Lead Support Analyst

Location: Hybrid in Guadalajara, Mexico

Company

hirify.global is a digital product engineering company building products, services, and experiences across digital platforms, with more than 15,000 experts in 26 countries.

What you will do

• Lead a global team of Application Support Analysts supporting scheduling and corporate applications.
• Coordinate incident, problem, and change management for mission-critical production systems.
• Troubleshoot application issues, identify root causes, and coordinate corrective actions.
• Manage maintenance, upgrades, database updates, configuration changes, deployments, and application testing.
• Develop monitoring strategies, dashboards, executive reporting, and self-service tools.
• Collaborate with IT teams, business stakeholders, vendors, and managed service providers while driving process improvements.

Requirements

• Mandatory experience with Operative’s Integrated Broadcast Management System, MediaGenix’s WHATSOn, or comparable distribution and scheduling software.
• Undergraduate degree and experience leading Application Support Analysts.
• Working knowledge of Windows and relational database structures, especially SQL and Oracle PL/SQL.
• Experience with Service Desk environments, IT ticket resolution workflows, and tools such as ServiceNow or Jira.
• Knowledge of process documentation tools such as PowerPoint and Visio.
• Strong analytical, communication, facilitation, organizational, leadership, strategic thinking, and business skills.

Culture & Benefits

• Dynamic, non-hierarchical work culture.
• Collaboration with global IT teams across regions and time zones.
• Rotational on-call support may include nights, weekends, and alternate shifts.
• Opportunity to contribute to special projects, automation, and continuous improvement initiatives.