Technical Support Engineer (Cybersecurity)

Location: Remote, Mexico

Company

hirify.global develops cybersecurity software that automates security and access management for disconnected and hard-to-manage applications.

What you will do

• Monitor and respond to customer support tickets within agreed service-level agreements.
• Join customer calls, troubleshoot technical issues, and provide clear solutions.
• Communicate proactively to prevent downtime and access delays.
• Monitor alerts for automation workflow failures and perform routine maintenance tasks.
• Escalate bugs and complex issues while collaborating with engineering on automation improvements.
• Analyze user feedback and maintain internal and public knowledge-base documentation.

Requirements

• Prior experience in customer service or a similar customer-facing role.
• Strong problem-solving, troubleshooting, verbal, and written communication skills.
• Excellent English and Spanish communication skills.
• Experience with web technologies including HTML, CSS, and JavaScript.
• Ability to debug scripts and web elements using browser developer tools.
• Ability to collaborate across time zones and work outside business hours when required.

Nice to have

• Experience writing SQL queries.
• Experience with REST APIs and tools such as Postman or cURL.
• Knowledge of GitHub branching and merging workflows.

Culture & Benefits

• Work as part of a distributed team across time zones.
• Support customers using a cybersecurity platform for enterprise applications.
• Collaborate directly with engineering and Customer Success teams.