Technical Support Engineer (Windows/Mac)

Location: Remote in Mexico

Company

hirify.global develops enterprise desktop products and software, including mice, keyboards, webcams, and headsets.

What you will do

• Troubleshoot software, connectivity, and hardware issues for business customers by phone and email.
• Resolve escalated support tickets from the Tier 1 team.
• Guide Tier 1 specialists to resolve tickets without escalation.
• Provide feedback on support trends, emerging issues, and the customer voice.
• Assist with related projects during periods of low support volume.

Requirements

• At least 3 years of experience in technical support, including at least 1 year providing remote support by phone.
• At least 3 years supporting Windows, Mac, Bluetooth, wireless, and USB products.
• At least 2 years supporting software used with hardware.
• Experience supporting IT or office users.
• Fluent English and Spanish required.
• Advanced knowledge of Windows and Mac OS, USB devices, wireless and Bluetooth technology.
• Strong customer service, communication, and customer-care process skills.
• A four-year degree or equivalent experience.

Nice to have

• Experience supporting enterprise or business-to-business customers.
• Experience quickly learning new technologies and explaining troubleshooting steps to others.
• Experience with Salesforce, Oracle, or Zendesk support ticketing systems.
• Knowledge of common IT office equipment, technology, and standards.
• Experience in QA and SQA testing.
• Experience with Confluence, Asana, and other knowledge-management systems.

Culture & Benefits

• Full-time remote work from Mexico.
• Flexible working environments designed to support personal and family wellbeing.
• Comprehensive and competitive benefits vary by location.
• Inclusive workplace focused on collaboration, diversity, and employee wellbeing.