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 complex troubleshooting, database analysis, and client communication. Focus on resolving high-priority incidents, collaborating with engineering teams, and improving internal support processes within a global financial environment.

Location: Must be based in Mexico City (Hybrid: 3 days/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 services.

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.
• Contribute to continuous improvement by documenting solutions and enhancing internal knowledge bases.

Requirements

• 5+ years of experience in Technical Support, System Administration, QA, or Software Development.
• Hands-on experience with databases (Oracle, PostgreSQL, SQL Server, MySQL) and SQL query modification.
• 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 environment.

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.
• Support for work-life balance and professional growth.
• Reasonable accommodations provided throughout the hiring process.