Technical Customer Support, Support I

Location: Mexico City, Mexico. Hybrid schedule: work from home Monday, Tuesday, and Friday; work onsite at the ZMX53 office Wednesday and Thursday. Must be available for the Mexico night shift covering EMEA support hours from 12:00 AM–8:00 AM or 1:00 AM–9:00 AM, Monday to Friday.

Company

hirify.global develops smart enterprise solutions, including data capture, mobile computing, and thermal printing technologies.

What you will do

• Resolve customer issues through telephone, email, and live chat using technical product knowledge.
• Troubleshoot applications, products, vendors, software, hardware, networks, and customer environments.
• Document customer interactions, troubleshooting steps, and technical outcomes in real time.
• Identify complex or high-impact issues and escalate them with complete diagnostic details under supervision.
• Collaborate with technicians, system engineers, and supervisors to solve recurring problems.
• Learn and adapt to new enterprise platforms, products, and technologies.

Requirements

• Bachelor’s degree in Systems Engineering, Computer Science, IT, or a closely related technical field, or equivalent practical technical experience.
• 1–2+ years of professional experience in technical customer support, IT helpdesk, or customer service operations.
• Full availability and commitment to the Mexico night shift and the stated hybrid schedule are required.
• Advanced, fluent professional English is required for verbal and written communication with global customers.
• Experience resolving customer issues through telephone, email, and live chat sessions.
• Foundational knowledge of operating systems, basic networking concepts, and standard IT troubleshooting practices.
• Strong customer service, communication, analytical, problem-solving, multitasking, active listening, and collaboration skills.
• Ability to explain technical issues in simple terms, document cases accurately in real time, and escalate complex problems with diagnostic details.

Nice to have

• Fluent or conversational Portuguese, or the ability to manage multiple languages.
• Experience in high-volume, structured service environments at global technology service providers.
• Familiarity with Zebra enterprise hardware, barcode scanners, mobile computing, or thermal printing systems.
• Experience with enterprise ticketing or CRM systems such as Salesforce or ServiceNow.

Culture & Benefits

• Hybrid work with adaptable hours.
• Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day.
• Work environment focused on collaboration, continuous learning, inclusion, and employee wellbeing.

Hiring process

• Applications are accepted only through the applicant tracking system.
• Recruiters communicate through official @zebra.com email accounts and do not request personal identifying information by email or outside the applicant tracking system.
• Job applications may be evaluated using objective, job-relevant AI criteria, while interview and hiring decisions are made by the hiring team.