Principal Technical Support Engineer (Azure)

TL;DR

Principal Technical Support Engineer (Azure): Leading high-severity customer escalations for complex cloud and hybrid infrastructure with an accent on root cause analysis and technical leadership. Focus on diagnosing deep system failures using observability tools and driving long-term architectural improvements.

Location: Mexico DF, MX

Company

hirify.global provides infrastructure software and digital twin solutions for professionals designing, building, and operating transportation, water, energy, and city infrastructure.

What you will do

• Act as the senior technical lead during P1/Sev1 customer escalations and live escalation bridges to stabilize high-pressure situations.
• Perform deep technical diagnostics across Azure-based infrastructure, hybrid application architectures, and integrated APIs.
• Partner with Escalation Managers to provide the technical truth, evidence-based diagnosis, and risk framing for executive communications.
• Collaborate with product, engineering, and cloud teams to isolate root causes and validate long-term corrective actions.
• Serve as a technical multiplier by mentoring senior engineers and creating global escalation and diagnostic playbooks.
• Identify recurring architectural themes and feed insights back into product roadmaps and observability improvements.

Requirements

• 10+ years of experience in senior technical support or escalation engineering for enterprise SaaS, cloud-hosted, or hybrid applications.
• Proven record of owning P0/P1 escalations and guiding them to resolution alongside Engineering and Operations partners.
• Strong practical expertise in Azure cloud architecture, Microsoft Windows (Server and Client), and networking fundamentals (TCP/IP, DNS, HTTP/S).
• Ability to interpret complex diagnostic data including packet captures, HAR files, and deep system logs.
• At least one current, role-relevant cloud certification is required (or the ability to achieve one within 90 days).
• Exceptional communication skills for de-escalation and technical explanations to C-level stakeholders.

Nice to have

• Microsoft Certified: Azure Fundamentals (AZ-900) or Azure Administrator Associate (AZ-104).
• Networking certifications such as CCNA or CCNP.
• Security fundamentals certifications (e.g., SC-900).

Culture & Benefits

• Opportunity to act as a technical authority in a high-impact, executive-visible role.
• Collaborative environment partnering with global product and engineering teams.
• Focus on systemic improvements and reducing recurring technical debt.
• Equal opportunity employer committed to diversity and inclusion.