Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Providing technical assistance to hirify.global customers by diagnosing and resolving complex networking issues with an accent on DNS, DHCP, and TCP/IP protocols. Focus on leveraging AI-enabled tools to accelerate troubleshooting and ensuring system reliability in a 24x7x365 environment.

Location: Must be based in Mexico City, Mexico (Hybrid/Home Office)

Company

Cloud-first networking and security solutions protecting 70% of the Fortune 500.

What you will do

• Provide remote technical support for customers and partners, taking full ownership of issues through to resolution.
• Research, diagnose, and troubleshoot complex networking problems to identify effective solutions and workarounds.
• Leverage AI-enabled tools and automation to improve troubleshooting efficiency and accelerate issue resolution.
• Document technical knowledge through the creation of knowledge-base articles and tech notes.
• Install and configure hirify.global products and third-party software in lab environments for testing purposes.
• Support a 24x7x365 organization by working rotational shifts and taking on-call responsibilities.

Requirements

• 3+ years of experience in remote technical support, systems administration, or network administration.
• Solid knowledge of TCP/IP and networking protocols.
• Working knowledge of L2 and L3 devices.
• Understanding of Microsoft and Linux operating systems.
• Ability and desire to master DNS, DHCP, and other product-related technologies.
• Minimum of a High School diploma or relevant experience.

Nice to have

• Familiarity with AI-powered tools, automation platforms, or intelligent support technologies to improve productivity.

Culture & Benefits

• Comprehensive health coverage, generous PTO, and flexible work options.
• Career-mobility programs, leadership workshops, and continuous learning opportunities.
• Inclusive culture with a "No Jerks" policy and global employee resource groups.
• Modern offices with healthy snacks and team culture celebrations.
• Charitable Giving Program supported by company match and sixteen paid volunteer hours per year.