Indigo Remote Support Engineer

Location: Tlaquepaque, Jalisco, Mexico

Company

hirify.global provides technology products and services, with this role focused on engineering support for computing, storage, and peripheral devices.

What you will do

• Diagnose and resolve complex technical issues through remote engineering support.
• Collect and analyze customer information, translate symptoms into product issues, and implement agreed technical solutions.
• Support product features, specifications, parts information, compatibility, maintenance routines, and technical education.
• Coordinate with internal departments to deliver complete customer solutions.
• Trigger onsite parts or field dispatches when remote resolution is not possible, ensuring accurate diagnosis and parts identification.
• Provide standby after-hours support on a rotation schedule, covering at least one shift per month for 24x7 and 18x6 customer entitlements.

Requirements

• Advanced software and hardware knowledge covering computing, storage, and peripheral devices.
• Strong analytical, remote troubleshooting, diagnosis, and corrective-action planning skills.
• Customer-facing support experience in a remote, onsite, or similar role; three years of experience is preferred.
• Advanced English is required for supporting customers in North America.
• Excellent verbal and written communication, customer-service orientation, documentation skills, and the ability to perform under pressure.
• A high school diploma is required; a technical college degree is preferred.

Culture & Benefits

• Collaboration across departments using a customer-centric, one-team approach.
• Opportunity to contribute technical knowledge, methodologies, and improvement ideas to hirify.global’s knowledge portfolio.
• Work involves multiple teams and may include providing direction to team or project activities.
• Full-time schedule with after-hours support through a rotation.