Technical Support Engineer (Networking)

TL;DR

Technical Support Engineer (Networking): 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 customer issues, leveraging AI-enabled tools for efficiency, and ensuring high-quality resolution of critical network infrastructure problems.

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 for customers and partners, owning issues through to resolution.
• Research, diagnose, and troubleshoot complex network problems and provide accurate workarounds.
• Leverage AI-enabled tools and automation to accelerate issue resolution and improve the support experience.
• Document technical knowledge by creating knowledge-base notes and articles.
• Install and configure hirify.global products and third-party software in support labs for testing.
• Participate in rotational shifts and on-call responsibilities to support a 24x7x365 organization.

Requirements

• 1+ 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 or Linux operating systems.
• Ability to learn DNS, DHCP, and other product-related protocols.
• Must be based in Mexico City.

Nice to have

• Familiarity with AI-powered tools and automation platforms to improve service quality.

Culture & Benefits

• Comprehensive health coverage and generous PTO.
• Flexible work options including home office.
• Learning opportunities, career-mobility programs, and leadership workshops.
• Inclusive culture with a "No Jerks" policy.
• Paid volunteer hours and a charitable giving program with company match.