Product Support Associate - Mexico (AI/Healthcare)

Location: Mexico (remote); shift coverage must complement US coverage hours.

Compensation: 15–25K USD.

Company

hirify.global is building a foundational healthcare data layer using real-time, multimodal AI and computer vision to create digital twins of patients and care environments, automate documentation, manage resident acuity, and streamline facility workflows.

What you will do

• Monitor regional support channels and provide first responses to inbound support messages.
• Investigate and categorize issues across Detection, App, Connectivity, Desktop, and Hardware, creating Support or Hardware Maintenance tickets according to SOPs.
• Create clear engineering escalations and route complex issues to Customer Success, Engineering, Deployment, or Product.
• Assist deployment teams with post-install hardware validation and confirm that devices are online and correctly configured.
• Monitor device status, flag anomalies, take defined first-response actions, and route source-trigger events appropriately.
• Help develop support playbooks as the function grows.

Requirements

• 1–2 years of experience in a Tier 1 IT help desk or technical support role.
• Comfort with SaaS support tooling and structured ticket workflows.
• Strong written English and the ability to communicate clearly with healthcare facility staff with varying levels of technical literacy.
• High attention to detail, ability to follow escalation protocols, and self-direction during shifts with minimal overlap with the US team.
• Ability to work 8-hour shifts, 5 days per week, including alternating weekend coverage.
• Clear, transparent communication, early escalation, solution-oriented problem solving, and comfort working with evolving processes.
• Curiosity about AI, computer vision, and the application of emerging technology in healthcare.

Nice to have

• Healthcare or senior living familiarity, with willingness to learn hirify.global’s clinical context quickly.
• Experience with Slack-based or similar support workflows and structured handoffs.
• Experience at an early-stage SaaS or healthcare technology company.
• Experience with shift-based or follow-the-sun support schedules, including weekend rotations.

Culture & Benefits

• Work with state-of-the-art technology in a pioneering healthcare field.
• Learning-focused environment with steep learning curves and ongoing skill development.
• Hands-on culture emphasizing ownership, entrepreneurship, and direct impact.
• International team working across rapidly evolving support processes.