Technical Support Engineer (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Technical Support Engineer (SaaS): Provide world-class technical support to ’s largest partners and customers, resolving high priority and mission critical issues with an accent on Windows, macOS, Linux platforms, directory services, and authentication protocols. Focus on mentoring Tier 1 engineers, collaborating with engineering teams, and managing complex escalations in a fast-paced SaaS environment.
Location: Remote within Mexico only; must be located in and authorized to work in Mexico
Company
delivers a unified open directory platform to securely manage identities, devices, and access across organizations, enabling secure work from anywhere.
What you will do
- Resolve complex and urgent technical issues and customer escalations via email, phone, and chat
- Provide dedicated support to strategic partners and manage high priority support tickets
- Mentor and coach Tier 1 Technical Support Engineers
- Collaborate with Engineering, Product, and Learning teams to resolve defects and update customer education
- Maintain deep technical expertise in Windows, macOS, Linux, directory services, SSO, and device management
- Develop internal knowledge base articles and participate in partner case reviews and projects
Requirements
- Must be located in and authorized to work in Mexico
- Minimum 5 years technical customer-facing experience, preferably in SaaS
- Minimum 1 year handling mission critical customer issues and escalations
- Fluent English (C1) required for communication and interviews
- Strong knowledge in Windows, macOS, Linux platforms, directory services (Active Directory, G Suite, Okta, LDAP), SSO (SAML, SCIM), RADIUS, and security best practices
- Excellent interpersonal and communication skills with a logical problem-solving approach
Nice to have
- Previous experience
- Experience automating IT services via scripting, PowerShell, Slack, and APIs
- Experience supporting AWS environments and Managed Service Providers
Culture & Benefits
- Remote-first work environment within Mexico
- Collaborative and inclusive culture valuing human connection and diversity
- Opportunity to work with a seasoned executive team and contribute ideas
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