Manufacturing Support Specialist (SaaS/ERP)

Location: Hybrid, Monterrey, Mexico

Company

hirify.global develops business software connecting people, processes, and technology through data, AI, and cognitive ERP solutions.

What you will do

• Communicate with customers by phone, email, and chat to identify, troubleshoot, test, document, and escalate technical issues.
• Resolve client-server application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
• Handle complex cases beyond standard procedures using technical judgment and customer-focused communication.
• Assist with system setup, configuration, customization, extensions, and product integrations.
• Collaborate with customer experience and sales teams to resolve customer concerns.
• Mentor colleagues and contribute to the internal knowledge base and FAQs.

Requirements

• Strong problem-solving, troubleshooting, analytical, and technical skills.
• Excellent verbal and written communication skills with a customer-service orientation.
• Knowledge of software application fundamentals and related business processes.
• Ability to manage multiple priorities and work independently and collaboratively in a fast-paced, high-volume environment.
• Ability to stay current with software updates and changes.

Nice to have

• 3+ years of experience in technical support or a related field.
• Experience in SaaS or e-commerce environments.
• Experience troubleshooting SQL or ERP systems.
• Adaptability and willingness to learn new technologies and processes.
• Comfort working with performance targets and service-level expectations.

Culture & Benefits

• Health and wellness benefits.
• Mentorship, continuing education, career goal setting, and internal mobility opportunities.
• Free LinkedIn Learning licenses and access to a mentoring program.
• Geographically specific education support programs.
• Inclusive global workplace with work-life balance policies and support for time off.
• Support for international relocations and permanent residency processes.