Senior Customer Support Analyst (AxiomSL)

TL;DR

Senior Customer Support Analyst (AxiomSL): Providing expert-level functional and technical support for regulatory compliance solutions with an accent on database analysis, system troubleshooting, and incident resolution. Focus on managing complex client issues, collaborating with engineering teams, and improving internal support processes.

Location: Must be based in Mexico City, with a hybrid work requirement of at least 3 days per week in-office.

Company

hirify.global is a global technology company serving the capital markets and other industries with advanced data, analytics, software, and client solutions.

What you will do

• Provide expert-level functional and technical support for AxiomSL products via case management, email, and live calls.
• Take end-to-end ownership of customer issues, including replication, root cause analysis, and resolution.
• Troubleshoot architecture, databases, operating systems, JVM, networks, and cloud infrastructure.
• Partner with Engineering and Product teams to escalate and resolve complex incidents within defined SLAs.
• Document solutions, create knowledge base articles, and enhance internal support processes.

Requirements

• 5+ years of experience in Technical Support, System Administration, QA, or Software Development.
• Hands-on experience with databases including the ability to create, analyze, and modify SQL queries.
• Strong troubleshooting skills across Linux and Windows server environments.
• English proficiency: C1–C2 level required.
• Must be based in Mexico City and able to work in a hybrid model.

Nice to have

• Experience supporting financial, regulatory, or compliance platforms.
• Familiarity with ISO-9001 processes, SLAs, and incident management frameworks.
• Experience working in cloud-based or SaaS environments.

Culture & Benefits

• Competitive rewards package including base pay, short-term incentives, and long-term equity.
• Commitment to an inclusive workplace valuing diverse perspectives and identities.
• Supportive environment with focus on professional growth and work-life balance.
• Reasonable accommodations provided for candidates with disabilities throughout the hiring process.