Technical Support Engineer (VTS) (Microsoft O365)

Location: Mexico City, Mexico

Company

hirify.global provides technology distribution and cloud solutions, including Symantec, Acronis, Dropbox, and Microsoft O365.

What you will do

• Respond to inbound billing and technical support requests from customers and resellers by phone and email.
• Log issues and status updates accurately in the internal tracking system.
• Diagnose complex billing, SaaS, configuration, content, software defect, and end-user issues.
• Monitor systems, acknowledge alerts within five minutes during working hours, and respond to emergency issues.
• Act as a first responder during service outages and performance degradation, coordinating triage calls and restoration efforts.
• Collaborate with engineering, development, internal departments, and third-party vendors while improving service desk processes and operational efficiency.

Requirements

• At least 2 years of technical support or similar experience.
• Fluent French and English communication skills are required.
• Strong knowledge of Microsoft O365 and experience troubleshooting SaaS cloud solutions.
• Experience with web servers and databases, including Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Knowledge of DNS, HTTP, HTTPS/SSL, FTP, web APIs, JSON, REST, and OAuth, plus basic Linux experience.
• Availability for weekends, after-hours work, and flexible schedules supporting a 24x7 business.

Nice to have

• ITIL or Microsoft Azure certification.
• Experience with Azure, AWS, or GCP.
• Scripting experience with Bash, Python, PowerShell, or PHP, and knowledge of SQL.
• Exposure to Docker, Kubernetes, JIRA, or Confluence.

Culture & Benefits

• Fast-paced environment focused on customer success and exemplary customer service.
• Opportunities to learn new technologies and improve operational processes.
• Cross-functional collaboration with engineering, development, and vendor teams.
• Flexible scheduling to support continuous 24x7 service coverage.