Product Support Engineer (Fintech)

Location: Remote from Portugal

Company

hirify.global develops AI-powered financial crime prevention technology used by financial institutions to detect fraud and money laundering at scale.

What you will do

• Act as the first point of contact for complex pre-production and post-production customer issues.
• Troubleshoot product and infrastructure problems in a 24/7 environment while meeting SLA timelines.
• Own incidents from mitigation through resolution, including stakeholder updates, root cause analysis, and documentation.
• Escalate critical issues and coordinate resolution efforts between Support and Engineering.
• Improve internal and external knowledge-base content and translate customer feedback into engineering requirements.
• Use Shell scripting, SQL, and Python with internal tools and bug-fixing processes; join the on-call rotation after 3–6 months.

Requirements

• 3–7 years of experience in technical support, product support, or engineering.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
• English proficiency is required for customer communication and technical documentation.
• Strong programming fundamentals, UNIX/Linux familiarity, and knowledge of object-oriented programming.
• Experience with databases, particularly Cassandra and SQL, plus Git and development tools.
• Knowledge of distributed systems, high-availability architectures, REST APIs, cloud platforms such as AWS or GCP, and messaging systems such as RabbitMQ or Kafka.

Nice to have

• Java experience.
• Spanish proficiency.

Culture & Benefits

• Open, collaborative environment focused on experimentation and continuous improvement.
• Remote onboarding with training, manager support, and opportunities to shadow colleagues virtually or onsite.
• Participation in a weekend on-call rotation approximately once every three weeks after the initial 3–6 months, with additional compensation.
• Mentoring and peer-review responsibilities for L1 support staff.