Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Providing technical assistance and troubleshooting for cloud-first networking and security solutions with an accent on DNS, DHCP, and TCP/IP protocols. Focus on diagnosing complex network issues, leveraging AI-enabled tools for efficiency, and ensuring high-quality customer experiences.

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

Company

hirify.global provides cloud-first networking and security solutions that protect 70% of the Fortune 500.

What you will do

• Provide remote technical support and take ownership of customer issues through to resolution.
• Research, diagnose, and troubleshoot network problems using intuition and innovation.
• Document knowledge through technical notes and articles to improve support efficiency.
• Leverage AI-enabled tools and automation to accelerate issue resolution and enhance customer experience.
• Install and configure hirify.global products and third-party software for lab testing.
• Support a 24x7x365 organization via rotational shifts and on-call responsibilities.

Requirements

• Must be based in Mexico City.
• 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.
• Proficiency in one or more operating systems (Microsoft/Linux).
• Excellent verbal and written communication skills.

Nice to have

• Familiarity with AI-powered tools or automation platforms.
• Curiosity to learn and incorporate emerging AI capabilities into workflows.

Culture & Benefits

• Comprehensive health coverage and generous PTO.
• Flexible work options and modern offices with healthy snacks.
• Learning opportunities, career-mobility programs, and leadership workshops.
• Strong inclusive culture with a “No Jerks” policy and global employee resource groups.
• Charitable Giving Program with company match and 16 paid volunteer hours annually.