Senior Service Desk Analyst (Fintech)

Location: Foz do Iguaçu, Brazil (hybrid). Working hours are expected to align with 8:00am–5:00pm London time / 6:00am–3:00pm Brazil time, with the final schedule confirmed based on location and business coverage.

Company

hirify.global is a global financial technology company supporting leading financial institutions.

What you will do

• Own customer incidents, service requests, and escalations from initial investigation through resolution.
• Investigate application and integration issues using APIs, logs, data, and system behaviour analysis.
• Communicate clearly with customers and keep stakeholders informed throughout the support journey.
• Work with Product, Engineering, and Operations to resolve complex issues and coordinate incidents.
• Mentor colleagues and improve ticket quality, troubleshooting standards, documentation, processes, and tooling.

Requirements

• Professional fluency in written and spoken English is mandatory.
• Strong experience in application support, technical support, Service Desk, or service operations in a software or SaaS environment.
• Experience handling customer escalations and investigating complex technical issues.
• Strong ownership, judgement, organization, adaptability, and follow-through.
• Experience mentoring or supporting less-experienced colleagues.

Nice to have

• Experience in fintech, capital markets, structured products, or financial-services client support.
• Knowledge of APIs, Postman, system integrations, XML/JSON, logs, SQL, or similar troubleshooting tools.
• Experience with Jira Service Management or another ITSM platform and knowledge of ITIL practices.
• German language skills.

Culture & Benefits

• Hybrid work in Foz do Iguaçu.
• Collaboration across teams and regions.
• Focus on continuous improvement and a consistently high standard of customer service.
• Inclusive workplace that encourages applications from appropriately qualified candidates of all backgrounds.