Senior Technical Support Engineer (Azure)

TL;DR

Senior Technical Support Engineer (Azure/SaaS): Acting as a technical authority for complex, executive-visible customer escalations with an accent on root cause analysis and cloud system troubleshooting. Focus on leading high-severity incident bridges, performing deep packet and log analysis, and driving long-term systemic improvements in product stability.

Location: Mexico DF, MX

Company

hirify.global provides software for infrastructure professionals to design, build, and operate resilient transportation, water, and energy systems.

What you will do

• Lead high-severity (P1/Sev1) customer escalations as the primary technical authority on live bridges.
• Perform deep technical diagnostics across Azure-based infrastructure and hybrid cloud architectures.
• Analyze system behavior using Grafana, Wireshark, Fiddler, and packet captures to prove root causes.
• Partner with product and engineering teams to validate hypotheses and implement corrective actions.
• Mentor senior engineers and create diagnostic playbooks to improve global support effectiveness.
• Translate complex technical findings into actionable insights for C-level stakeholders and product roadmaps.

Requirements

• 10+ years of experience in senior technical support or escalation engineering for enterprise SaaS/cloud software.
• Proven track record of owning P0/P1 escalations and guiding them to resolution.
• Expertise in Azure cloud architecture, Microsoft Windows server/client, and networking fundamentals.
• Proficiency in API troubleshooting and modern authentication patterns (OAuth/SSO).
• Ability to interpret complex diagnostic data such as packet captures, HAR files, and deep logs.
• Required: At least one current, role-relevant cloud certification.

Nice to have

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

Culture & Benefits

• Opportunity to act as a technical multiplier and mentor within a global support organization.
• Collaborative operating model partnering with dedicated Escalation Managers.
• Focus on high-impact, executive-visible problem solving rather than ticket-queue management.
• Equal opportunity employer committed to diversity and inclusion.