Tech Support Engineer (Mexico)

TL;DR

Tech Support Engineer (Mexico): 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 resolving issues directly whenever possible.

Location: Mexico

Company

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

What you will do

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

Requirements

• Experience in advanced technical support/troubleshooting roles.
• Excellent problem-solving skills.
• Proficiency in English for clear communication (written and verbal).
• Experience collaborating in a cross-functional team.
• Understanding of incident management, triage, and escalation.
• Familiarity with ticketing tools (e.g., Jira, Zendesk) and monitoring/logging tools (e.g., Datadog, Splunk, Grafana, Kibana).
• Strong understanding and experience with PostgreSQL/MySQL or other relational database systems (writing complex queries and stored procedures).
• Knowledge of APIs, services, and client-server architecture, including RESTful APIs and JSON.
• Understanding of the Unix/Linux environment.

Nice to have

• BSc degree in Information Technology, Computer Science, or a relevant field.
• Experience writing code in either JavaScript, Java, Python, Go, or Elixir.
• Some exposure/knowledge of Elixir.
• Basic GraphQL knowledge.
• Knowledge of AWS, Docker, and Kubernetes.
• Familiarity with mobile products (Android and iOS) and design life cycles.
• An active GitHub account/open source contributions.

Culture & Benefits

• Aguinaldo: 15 days of salary.
• 20 days of paid vacation per year, accessible after at least six months working with hirify.global.
• Medical, dental, and vision insurance fully paid by hirify.global.
• Life Insurance fully paid by hirify.global.
• Savings plan where the employee contributes 5% of the fixed salary, and hirify.global contributes another 5%.
• Four weeks of mandatory paid paternity leave, receiving 100% of the base salary.
• English Lessons 100% paid by hirify.global.
• hirify.global 40% discount for personal use.
• Free Candlelight Event voucher for single use and valid for 2 people.
• Wellhub Membership paid by hirify.global up to the Silver plan.