Tech Support Engineer (Advanced Troubleshooting / Escalation)

TL;DR

Tech Support Engineer (Advanced Troubleshooting / Escalation): Taking ownership of escalated bugs and platform failures with an accent on thorough investigation, data gathering, and log analysis to pinpoint the root cause of complex system issues. Focus on preparing high-quality, detailed bug reports for the Engineering team and resolve issues directly whenever possible.

Location: Mexico

Company

hirify.global is the world’s leading tech platform for culture and live entertainment, democratizing access to culture and entertainment.

What you will do

• Take ownership of escalated bugs and platform failures, performing thorough investigation, data gathering, and log analysis.
• Prepare high-quality, detailed bug reports for the Engineering team, documenting all troubleshooting steps taken and concrete data findings.
• Resolve issues directly whenever possible, such as data correction, implementing workarounds, and configuration fixes.
• Work closely with Engineering, Product, and QA teams to validate solutions and test fixes.
• Contribute to the continuous improvement of the platform's stability and support documentation.

Requirements

• Experience tackling complex technical problems and digging into intricate details.
• Proactive in seeking solutions and developing effective workarounds.
• Excellent technical documentation and communication skills.

Culture & Benefits

• 40% discount on hirify.global events for personal use.
• Free Candlelight Event voucher for two people (single use).
• Wellhub Membership: Unlimited access to gyms, studios, classes, training, and wellness apps (Silver plan paid by hirify.global).
• Medical, dental, and vision insurance fully paid by hirify.global.
• Life Insurance (Mapfre) fully paid by hirify.global.
• Savings plan (SURA): Employee contributes 5% of fixed salary, and hirify.global matches with another 5%.
• English Lessons: Provided by Babelia, 100% paid by hirify.global.
• 20 days of paid vacation per year after six months with hirify.global.
• Four weeks of mandatory paid paternity leave, receiving 100% of the base salary.
• Afternoon off on your birthday.