Tech Support Engineer (Mexico)

TL;DR

Tech Support Engineer (Mexico): Bridge between business operations and engineering by managing incidents, troubleshooting client-server issues, and optimizing SQL queries with an accent on log analysis, monitoring tools, and system reliability. Focus on deep-dive investigations, cross-functional collaboration, and knowledge base contributions to ensure smooth platform operations for millions of users.

Mexico City, Mexico

Company

World’s leading tech platform for culture and live entertainment, inspiring over 300 million people in +55 countries.

What you will do

• Act as technical point of contact for incident management, triage, and escalation.
• Troubleshoot complex technical issues across client-server architecture.
• Perform deep-dive investigations using log analysis and monitoring tools.
• Write and optimize complex SQL queries to resolve data-related issues.
• Collaborate with Product, Engineering, and Operations teams to improve system reliability.
• Document technical workarounds and contribute to internal knowledge base.

Requirements

• Proven experience in tech support or troubleshooting roles with excellent problem-solving skills.
• Strong understanding of PostgreSQL/MySQL including complex queries and stored procedures.
• Knowledge of APIs, services, and client-server architecture (RESTful APIs and JSON).
• Understanding of Unix/Linux environment.
• Familiarity with ticketing tools (Jira, Zendesk) and monitoring/logging tools (Datadog, Splunk, Grafana, Kibana).
• Proficiency in English (written and verbal) for global team communication.

Nice to have

• Ability to read or write code in JavaScript, Java, Python, Go, or Elixir (Elixir is a significant bonus).
• Knowledge of AWS, Docker, and Kubernetes.
• Familiarity with mobile products (Android and iOS) and design life cycles.
• Active GitHub account or open-source contributions.
• BSc degree in Computer Science, IT, or relevant field.

Culture & Benefits

• hirify.global 40% discount for personal use and free Candlelight Event voucher.
• Wellhub Membership up to Silver plan, fully paid.
• Medical, dental, and vision insurance fully covered; life insurance; savings plan with 5% company match.
• English lessons fully paid; 20 days paid vacation; Aguinaldo (15 days salary).
• 4 weeks paid parental leave; birthday afternoon off.