Support Engineer

TL;DR

Support Engineer (L2 Support): Providing high-quality technical support for production systems with an accent on incident management, root cause analysis, and system optimization. Focus on maintaining application documentation, automating operational processes, and ensuring 24/7 system reliability through rotational shifts.

Location: Mexico City, Mexico

Compensation: MXN 34,500 monthly

Company

hirify.global is a global consumer intelligence company providing data analytics and insights into consumer buying behavior across 100+ markets.

What you will do

• Provide in-depth technical support for internal and external users of production systems.
• Perform end-to-end analysis on high-impact incidents and track root causes to resolution.
• Maintain comprehensive support documentation, including knowledge bases, runbooks, and FAQs.
• Develop automated technical solutions to optimize operational and technical processes.
• Participate in incident and problem management, including server/DB patching and firewall changes.
• Collaborate with engineering and EIT teams to implement fixes and ensure SLA compliance.

Requirements

• 3+ years of relevant experience in L2 technology support without gaps.
• Mandatory 2+ years of hands-on experience with SQL (Oracle/MS SQL/Snowflake), Unix, Python, and Azure.
• Ability to work flexible hours, including weekends and holidays in a 24/7 rotational shift schedule.
• Strong understanding of ITIL processes and production technology support.
• Excellent communication skills for driving meetings with technical and operational stakeholders.
• Degree in Computer Science or related technical field.

Culture & Benefits

• Flexible working environment.
• Access to LinkedIn Learning for professional development.
• Employee Assistance Program (EAP).
• Volunteer time off.