Customer Support Technician (IoT)

TL;DR

Customer Support Technician (IoT): Providing Tier II technical support for IoT and data technologies in the retail sector with an accent on troubleshooting software, database, and infrastructure issues. Focus on diagnosing OS failures, managing VPN connections, and collaborating with a global team to resolve complex client-facing technical problems.

Location: Hybrid in Mexico City (3 days office / 2 days home)

Company

hirify.global is a global leader in IoT and data technologies for the retail industry, helping brands become more efficient and sustainable through digitalization.

What you will do

• Remotely diagnose and resolve root causes of customer technical issues.
• Troubleshoot software operating systems, databases, and hardware/infrastructure failures.
• Install and configure VPN connections.
• Interact directly with clients via telephone and email for maintenance and support.
• Identify and report software bugs to the development teams.
• Escalate complex system or configuration problems during the troubleshooting process.

Requirements

• 1-2 years of experience in a Tier II customer-facing technical support position.
• Knowledge of TCP/IP networks.
• Familiarity with SQL, Unix, Linux, Windows, and Azure Cloud.
• National Diploma in IT.
• Fluent English required.
• Must be based in Mexico City for hybrid work.

Nice to have

• Programming experience, specifically with Frontend JavaScript.
• Experience with Azure Cloud Services (PaaS, Cloud Computing, Cloud Testing).

Culture & Benefits

• Hybrid work model with the flexibility to work from anywhere for up to two weeks a year.
• Generous 35 days of paid time off (PTO) to promote work-life integration.
• Health and wellness benefits from day one, including retirement savings plans.
• Commute benefits of up to $100 per month.
• Career growth opportunities through e-learning, workshops, and global mobility.
• Corporate philanthropy program with company matching for donations up to $500 per year.