Technical Support Engineer

TL;DR

Technical Support Engineer: Providing remote technical support for hirify.global customers with an accent on diagnosing and troubleshooting customer issues. Focus on researching solutions, documenting knowledge, and recommending enhancements to applications and systems.

Location: Mexico City, Mexico

Company

hirify.global provides cloud-first networking and security solutions, protecting 70% of the Fortune 500.

What you will do

• Provide remote technical support for hirify.global customers and partners.
• Take ownership of customer issues and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Document knowledge in the form of knowledge-based tech notes and articles.
• Recommend new and existing solutions, which involve enhancing application and systems functionality, features, and defect repair.
• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.

Requirements

• 1+ years remote technical support, systems administration, and network administration background desirable.
• Solid knowledge in TCP/IP and networking protocols.
• Ability and desire to learn DNS, DHCP, and other product-related protocols and technology.
• Excellent verbal and written communication skills.
• Understanding of one or more operating systems (Microsoft/Linux) desirable.
• Strong customer service skills.

Culture & Benefits

• Comprehensive health coverage, generous PTO, and flexible work options.
• Learning opportunities, career-mobility programs, and leadership workshops.
• Sixteen paid volunteer hours each year, global employee resource groups.
• Modern offices healthy snacks (and the occasional cupcake), plus hackathons, game nights, and culture celebrations.
• Charitable Giving Program supported by Company Match.