Associate Support Analyst

Location: Based in or around Mérida, Yucatán, Mexico; relocation to Mérida required within 60 days if not currently nearby.

Company

hirify.global provides identity intelligence and master data management software for creating trusted 360-degree views of people, organizations, and networks.

What you will do

• Respond to customer tickets, calls, and incidents while assessing priority and severity.
• Troubleshoot customer issues and coordinate with Customer Experience, Product, Engineering, and Sales teams.
• Analyze customer data, identify trends, diagnose issues, and provide actionable recommendations.
• Document solutions, maintain knowledge base content, and communicate product feedback.
• Test and validate functionality across MDM, MPI, Provider, and Data Stewardship solutions.
• Monitor support metrics, contribute to operational improvements, participate in on-call rotations, and support high-severity incidents.

Requirements

• Degree in Computer Science, Analytics, Information Systems, or a related field.
• Bilingual English and Spanish proficiency, written and verbal.
• Strong customer service, communication, problem-solving, and organizational skills.
• Ability to collaborate in a fast-paced environment with sound judgment and urgency.
• Experience with cloud platforms and monitoring tools, preferably AWS CloudWatch.
• Experience with REST and SOAP APIs, SQL, relational databases, scripting, data analysis, reporting, business intelligence, data preparation, and data wrangling.

Culture & Benefits

• People-first culture focused on employee development and customer success.
• Opportunities to expand knowledge in big data, distributed and cloud computing, complex algorithms, healthcare, and organizational development.
• Relocation bonus of 42,500 Mexican pesos for the move to Mérida.
• Work includes participation in an on-call rotation.
• Guiding values include making a difference, trustworthiness, and customer obsession.