Technical Support Analyst (Fintech)

Location: Jakarta, hybrid

Company

hirify.global is a Public Benefit Corporation providing secured credit, point-of-sale financing, and card products to underserved customers in emerging markets.

What you will do

• Diagnose technical issues and provide guidance to the customer experience team.
• Own complex issues before escalation to Engineering and drive them through resolution.
• Investigate recurring incidents to identify software and infrastructure defects.
• Partner with Product and Engineering on bug fixes and product improvements based on support trends.
• Maintain data tracking standards and oversee the ticket lifecycle, backlog quality, and prioritization.
• Develop documentation and training programs for the second-level technical support team.

Requirements

• Bachelor’s degree in Computer Science or a related field.
• 1–2 years of experience in high-tier technical support or systems engineering, preferably in fintech or a senior technical support environment.
• Expertise in log analysis, system diagnostics, complex environment replication, and data pattern identification.
• Ability to explain complex technical concepts to non-technical stakeholders and software engineers.
• Experience coaching or training technical peers and familiarity with Agile methodologies.
• Experience with ITSM tools such as Jira, Zendesk, or ServiceNow, plus SQL/database queries and basic scripting with Python, Bash, or PowerShell.

Nice to have

• ITIL or a similar service management certification.

Culture & Benefits

• Company-funded private health insurance for employees and immediate family.
• 20 vacation days.
• Phone financing, headphones, home office equipment, and wellness perks.
• $2,000 USD annual co-working travel perk.
• $2,000 USD annual professional development perk.
• Catered lunch.