IT Support Engineer (AI)

Location: Colombia; fully remote. This role is only available to candidates based in Colombia. Employees may work from any country for up to 3 months per year.

Company

hirify.global builds fare collection platforms and mobile ticketing technology for public transport, including its Justride platform used in over 250 locations globally.

What you will do

• Provide first-line IT support across the company, resolving hardware, software, access, and device issues through Slack, Jira, and other channels.
• Handle escalated technical issues, investigate recurring problems, and address root causes.
• Administer accounts, access, permissions, Google Workspace, identity management, and SaaS tools.
• Support secure onboarding and offboarding with People Operations and manage company devices from provisioning through retirement.
• Manage IT suppliers, licences, renewals, inventory, and related costs with Finance.
• Use AI and automation to streamline support, maintain documentation and self-service resources, and partner with Security on compliance and internal controls.

Requirements

• Experience in IT support or a helpdesk role, ideally in a modern SaaS-driven environment.
• Experience troubleshooting Mac and Windows devices, SaaS tools, and end-user technology.
• Curiosity about AI and experience experimenting with LLMs for troubleshooting, research, or automation.
• Hands-on experience administering Google Workspace or a similar identity platform.
• Strong focus on the experience of supported users and ownership of support outcomes.
• Clear written and spoken English and a habit of documenting processes and systems.
• Ability to work remotely in a distributed team and ask for input when needed.
• Curiosity, willingness to learn, and motivation to take ownership are important; every listed qualification is not expected.

Nice to have

• Experience with Jira Service Management or similar ticketing tools.
• Familiarity with MDM tools such as Intune.
• Exposure to security and compliance frameworks such as SOC 2 or ISO 27001.
• Experience managing SaaS vendors and licensing.
• Basic scripting or automation experience with Bash, PowerShell, or AI-assisted tools.

Culture & Benefits

• 15 days of paid vacation per year plus 18 public holidays.
• Private healthcare, menopause support, and a choice of workstation.
• Monthly team bonding allowance.
• Ability to work from any country in the world for up to 3 months per year.
• Annual training allowance of up to $750 USD and home-office allowance of $250 USD.
• Open, collaborative, and inclusive environment focused on learning, empathy, accessibility, and making transit fair and accessible.