Associate Product Support Analyst (Entry Level)

Location: Hybrid in San Andres Cholula, Puebla, Mexico

Company

hirify.global provides AI-powered SaaS products and services for higher education institutions, supporting the student lifecycle for customers across 50 countries.

What you will do

• Provide technical support to hirify.global system users, internal staff, and partner support teams.
• Troubleshoot product-related issues involving performance, interoperability, middleware, data migrations, cloud operations, and on-premise data centers.
• Document technical infrastructure, problem reports, troubleshooting steps, and resolutions.
• Create knowledge base content and contribute to internal knowledge sharing and skills training.
• Coordinate issue resolution with colleagues, escalation resources, cloud engineering, testing, and partner teams.
• Develop customer concerns into actionable solutions and communicate them to technical and non-technical audiences.

Requirements

• Experience with complex enterprise information systems.
• Experience working as a technical analyst and providing enterprise-level support.
• Experience troubleshooting three-tier information systems and API integrations.
• Experience with cloud-based operations and on-premise data centers.
• Familiarity with IT Service Management and service desk applications.
• Experience with Linux, Windows operating systems, and database systems.

Culture & Benefits

• Comprehensive family medical, dental, and life insurance coverage.
• 30-day Christmas bonus, savings fund, and monthly food coupons.
• 15 workdays of vacation, parental leave, and five charitable days.
• Thrive Flex contributions toward health, financial, or learning interests.
• Tuition reimbursement, professional development opportunities, and LinkedIn Learning.
• Diversity and inclusion programs, employee resource groups, and referral bonuses.