Customer Support Engineer (Analytics)

TL;DR

Customer Support Engineer (Analytics): Providing remote technical support for global hosted and on-premise analytics solutions with an accent on incident management and cloud infrastructure. Focus on triaging complex product issues, collaborating with engineering teams, and ensuring SLA compliance for enterprise clients.

Location: Remote (Must be based in Mexico)

Company

hirify.global is a leading global analytics software company specializing in big data, AI, and ML to help businesses make better decisions.

What you will do

• Provide technical support for global clients across multiple platforms and services.
• Manage customer incidents via calls and case management systems within agreed SLAs.
• Triage and escalate incidents to product, engineering, and infrastructure teams.
• Perform batch monitoring to identify and resolve job failures or delays.
• Communicate change notifications and outages to clients.
• Collaborate with product development and customer success teams to drive incident resolution.

Requirements

• Bachelor's degree in Computer Science, IT, or equivalent qualification.
• 3+ years of experience supporting enterprise-level applications and infrastructure.
• Strong understanding of multi-tier cloud applications and platforms.
• Must be based in Mexico.
• Flexible to work in fixed weekend shifts.
• Excellent written and verbal communication skills.

Nice to have

• Knowledge of AWS concepts and certifications.
• Understanding of the ITIL framework and best practices.

Culture & Benefits

• Inclusive culture based on ownership and customer delight.
• Competitive compensation and rewards programs.
• People-first environment with a focus on work-life balance.
• Opportunities for professional development in Big Data and AI.
• Access to employee resource groups and social events.