Technical Support Engineer

TL;DR

Technical Support Engineer (Customer Support): Provide expert technical support and troubleshooting for hirify.global's SaaS solutions with an accent on resolving complex issues, root cause analysis, and customer success. Focus on collaborating cross-functionally, managing high-volume cases, and supporting clients remotely within Mexico with alignment to EST business hours.

Location: Remote – Mexico only, must work within Eastern Standard Time (EST) business hours

Company

hirify.global is a market-leading SaaS company specializing in Sales Performance Management solutions trusted by global industry leaders.

What you will do

• Resolve technical issues through investigation, root cause analysis, and best practice guidance.
• Troubleshoot incidents using logs, error traces, and replicate issues as needed.
• Provide multichannel support via CRM, email, video conferencing, and screen sharing.
• Collaborate with Engineering, Product, and Customer Success teams to escalate and resolve issues.
• Maintain detailed case documentation and timely communication with customers.
• Participate in on-call rotation for weekend or after-hours coverage.

Requirements

• Must be located in Mexico and work EST business hours.
• 2+ years experience in technical or application support, preferably in SaaS.
• Strong knowledge of relational databases and SQL scripting.
• Familiarity with client-server architecture, web applications, and network fundamentals.
• Experience with log file analysis, APIs, REST integrations, and troubleshooting.
• Ability to explain technical concepts clearly to non-technical users.

Nice to have

• Understanding of OAuth, SSO/SAML, and authentication protocols.
• Experience with Linux environments and cloud platforms like AWS.
• Knowledge of JavaScript-based applications and stack trace analysis.

Culture & Benefits

• Market-leading compensation package.
• Wellness programs supporting health and wellbeing.
• Remote work flexibility with a results-driven culture.
• Comprehensive employee insurance: medical, dental, vision, life.
• Annual time off per legislative requirements.
• Global connected culture with hubs in Romania, UK, US, and Canada.
• Continuous development and growth opportunities.

Hiring process

• Application review for experience and salary alignment.
• Short technical assessment via HackerRank.
• Recruiter screening conversation.
• Technical interview with hiring manager.
• Decision and offer.