Support Analyst (24/7) (SaaS)

Location: Applicants must already be located in Querétaro and have the legal right to work full-time in Mexico. Full-time shift work starts at 7 AM local time as part of a 24/7 support operation.

Company

hirify.global provides data-driven SaaS technology that helps retailers and consumer brands optimize planning and operations.

What you will do

• Troubleshoot and resolve complex issues in a proprietary SaaS environment, including data processing errors, job failures, and performance bottlenecks.
• Monitor Linux-based servers and cloud-hosted environments, investigate alerts and anomalies, and perform system administration tasks.
• Use SQL and log analysis to investigate data-related problems.
• Troubleshoot batch processes and data integration errors and manage escalations from customers and internal teams.
• Support environment maintenance, upgrades, and deployments in collaboration with DevOps and Product teams.
• Maintain and improve support documentation, runbooks, and operational knowledge.

Requirements

• Bachelor’s degree or 1–2 years of experience in Information Systems, Computer Science, or a related field.
• Strong understanding of Linux/Unix systems, including file systems, permissions, shell commands, and process management.
• Solid SQL knowledge and experience working with relational databases.
• Good written and verbal communication skills in English.
• Experience with issue-tracking or ticketing systems such as Jira or ServiceNow.
• Already located in Querétaro with the legal right to work full-time in Mexico.

Nice to have

• Experience supporting production SaaS environments or enterprise applications.
• Scripting experience with Bash, Python, or similar languages.
• Familiarity with AWS, Azure, GCP, and monitoring tools such as Grafana, Prometheus, Datadog, or Splunk.
• Understanding of networking fundamentals, including DNS, VPNs, HTTP/S, and TCP/IP.
• Fluency in Spanish or Portuguese.

Culture & Benefits

• Permanent full-time position with shift work in a global 24/7 support team.
• Collaborative and respectful environment focused on innovation and inclusion.
• Opportunity to help establish RELEX’s new support hub in Mexico.
• Support for professional and personal growth and work-life balance.