Technical Support Engineer (API, AWS)

TL;DR

Technical Support Engineer (API, AWS): Diagnosing and escalating platform incidents for hirify.global's global entertainment tech platform, ensuring smooth operations by collaborating with engineering, product, and QA teams, with an accent on proactive troubleshooting, incident management, and operational efficiency. Focus on learning complex platform architecture, resolving technical issues using monitoring and logging tools, and implementing preventive solutions.

Location: Must be based in Mexico

Company

hirify.global is the world's leading tech platform for culture and live entertainment, leveraging proprietary technology to connect over 300 million people monthly with unforgettable experiences globally.

What you will do

• Learn the platform’s features, architecture, and configuration.
• Handle most incidents independently using logs and monitoring tools.
• Lead incident management and post-incident reviews.
• Train and mentor new Tech Support members.
• Identify trends and propose preventive solutions.
• Automate repetitive troubleshooting tasks and provide technical guidance to internal teams and customers.

Requirements

• Experience in technical support or troubleshooting roles.
• Familiarity with monitoring and logging tools (e.g., Datadog, Grafana, Kibana).
• Knowledge of APIs, services, and client-server architecture.
• Understanding of incident management, triage, and escalation.
• English: B2 required for clear communication.

Nice to have

• Linux/UNIX and scripting skills.
• Experience with RESTful APIs and JSON.
• Knowledge of AWS, Docker, Kubernetes.
• Familiarity with ticketing tools (Jira, Zendesk) and SQL/NoSQL databases.
• Experience with Django/Flask, PostgreSQL, Redis, Kafka or RabbitMQ, and agile methodology.

Culture & Benefits

• hirify.global 40% discount for personal use and a free Candlelight Event voucher.
• Wellhub Membership (Silver plan paid by hirify.global) for gym, classes, and wellness apps.
• Medical insurance (GNP) fully paid by hirify.global, including dental and vision.
• Life Insurance (Mapfre) fully paid by hirify.global.
• Savings plan (SURA) with a 5% company contribution.
• English Lessons (Babelia) 100% paid by hirify.global.
• 15 days of Aguinaldo and 20 days of paid vacation per year after six months.
• 4 weeks of mandatory paid paternity leave.
• Afternoon off on your birthday if it falls on a working day.