Support Engineer

Location: Remote within Mexico or Brazil

Company

hirify.global is a custom product engineering company supporting multinational organizations and scaling startups through technology engineering services.

What you will do

• Provide first-level technical support for customer-facing technology-based commercial services.
• Manage inbound customer requests, assess symptoms, identify root causes, and guide customers through resolution or functional training.
• Resolve requests within established service levels while following Service Desk Operating Procedures and defined SLAs.
• Act as a customer advocate, own requests through resolution, and escalate appropriate issues to advanced support functions.
• Monitor and help resolve functional escalations from agents in partner locations.
• Participate in the customer community, build expertise in customer-facing applications and service desk tools, and provide after-hours support for priority incidents as needed.

Requirements

• At least 1 year of experience in technical support or an equivalent area.
• At least 1 year of experience in a call center environment or equivalent.
• A two-year degree in a technical curriculum is preferred.

Nice to have

• Excellent analytical, interpersonal, oral, and written communication skills.
• Strong teamwork abilities and the ability to work effectively in a matrix environment.
• Excellent technology problem-solving skills.
• Experience with XML and web services solutions, databases, SQL, JavaScript, HTML/CSS, or working knowledge of AS2.

Culture & Benefits

• 100% remote work mode within Mexico or Brazil.
• Company-paid medical insurance, mental health programs, and five undocumented sick-leave days per year.
• Twenty working days of paid vacation and local bank holidays.
• Internal events, Udemy access, language courses, and company-paid certifications.
• Long-term employment, internal mobility opportunities, a global professional community, and regular team-building events.