Technical Support Engineer, II

Location: Hybrid role based in Mexico City, Mexico; regular full-time schedule, Monday–Friday, 8:00 AM–5:00 PM.

Company

hirify.global develops smart products and solutions that help organizations, employees, customers, and partners work more effectively.

What you will do

• Act as the technical liaison between partners, customers, technical support, sales, engineering, and product management.
• Deliver consulting, guidance, and development support for integrating Zebra products and solutions into customer applications.
• Design, develop, and deliver integration solutions across the implementation lifecycle.
• Investigate and resolve complex technical issues, translating business challenges into technical and process solutions.
• Support partners, integrators, and customer technical resources, including project management for integration solutions.
• Create training materials and participate in training programs when required.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Telecommunications, or a closely related technical field, or equivalent practical experience.
• 1–4 years of professional experience in technical customer support, helpdesk, or systems engineering.
• Intermediate hands-on troubleshooting of hardware, software applications, and basic networking or cloud-based infrastructures.
• Familiarity with ticket management platforms such as Jira or equivalent ITSM systems and SLA-driven environments.
• Basic scripting knowledge, including shell scripting or command-line utilities, for application monitoring and task automation.
• Strong written and verbal English communication skills are required, including the ability to explain complex technical solutions to non-technical customers.
• Ability to analyze complex, multi-variable issues, perform root-cause analysis, and isolate software defects from hardware defects.
• Experience with system diagnostics, event logs, APIs, communication protocols, TCP/IP, wireless infrastructure, security protocols, secure file transfers, and Web Services.
• Hands-on troubleshooting experience with Android Enterprise, Windows, and Linux environments, plus efficient ticket triage and updates in Jira Service Management or ServiceNow under strict SLA guidelines.

Nice to have

• MBA in IT, Management Information Systems, or advanced technical certifications.
• Deep root-cause analysis, code-level troubleshooting, advanced workarounds, and experience with hardware, networking, Android-enterprise platforms, or WLAN infrastructure.
• Exposure to AI-driven diagnostic tools, predictive maintenance software, or virtual support assistants.
• Customer de-escalation experience, strong prioritization and multitasking skills, and interest in mentoring junior team members or developing internal documentation.
• Experience using Postman, Kibana, or Grafana for diagnostics and observability.

Culture & Benefits

• Regular full-time position with a 40-hour work week and day-shift schedule.
• Hybrid work based in Mexico City, with adaptable hours.
• Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day.
• Work-life balance and employee wellbeing are supported through workplace flexibility.
• The role supports high-priority customers in the US, Canada, and LATAM.

Hiring process

• Apply only through Zebra’s 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.