Senior Customer Support Analyst (Retail Technology)

Location: Monterrey, Nuevo León, Mexico

Company

hirify.global is a global technology company providing connected solutions for roadside convenience retail, fleet operations, auto repair, payments, EV charging, carwash technology, and retail automation.

What you will do

• Diagnose and resolve complex escalated issues involving retail systems, POS systems, payment terminals, hardware, software, operating systems, and networks.
• Receive escalated tickets from Level 1 and Level 2 support, identify root causes, and own issues through resolution.
• Work with third-party vendors and manufacturers to resolve hardware and software problems.
• Investigate performance issues such as slow POS transactions and system crashes, and implement preventive solutions.
• Create and maintain technical documentation and knowledge base articles.
• Mentor Level 2 support staff and communicate technical issues and resolutions to internal teams and external vendors.

Requirements

• Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware, and networks.
• Excellent ability to identify and resolve complex technical problems efficiently.
• Exceptional written and verbal communication and interpersonal skills.
• Commitment to excellent customer service and fast, effective issue resolution.
• Familiarity with industry-standard retail software and operating systems, including Windows, POS systems, OPT, and EPS.
• Several years of experience in retail help desk or technical support roles.

Nice to have

• Industry-recognized certifications.

Culture & Benefits

• Work in a global environment with team members located in more than 20 countries.
• Inclusive culture focused on collaboration and continuous improvement.
• Support for personal growth, continuous learning, and creativity.
• Emphasis on work-life balance and meaningful technology-driven solutions.