On-Duty Customer IT Support Specialist (Incident Management)

Location: Mexico; remote work with an 8-hour shift within the 08:00–20:00 window across LATAM time zones (UTC−6 to UTC−3)

Company

hirify.global, formerly Different Technologies, develops financial products and customer-facing technology.

What you will do

• Coordinate incident response from detection through full resolution.
• Classify, prioritize, and escalate critical incidents to the appropriate technical teams.
• Coordinate multiple teams and keep internal stakeholders informed about incident status.
• Monitor the health of critical company services and infrastructure.
• Organize post-incident recovery and customer communication.
• Prepare post-incident reviews, identify root causes, and improve future response processes.

Requirements

• 2+ years of experience handling significant incidents in a 24/7 high-load environment.
• 3+ years of experience in customer-facing support, product, or service delivery roles.
• Ability to coordinate multiple teams simultaneously and understand how large-scale IT systems interact.
• Strong sense of responsibility and self-organization.
• Availability for an 8-hour shift within 08:00–20:00 across LATAM time zones, with occasional rotating day and night shifts.
• English level B1 or higher for communication with an international team.

Nice to have

• Experience with public cloud, microservices, and monitoring systems.
• Technical experience with AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
• Experience with ITSM and incident management systems such as incidents.io, Rootly, or FireHydrant.
• Experience setting up alerts, creating dashboards, or building a monitoring function.

Culture & Benefits

• Flexible work from an office or remotely.
• Healthcare coverage.
• Education budget for language lessons, professional training, and certifications.
• Wellness budget for mental health and fitness reimbursements.
• 20 days of annual leave and paid sick leave.