Elite Care Escalated Support Analyst

Location: Bogota, Colombia; hybrid with at least 3 days in the office

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Own technical escalations for complex client issues from investigation through resolution.
• Provide proactive communication, timely updates, technical consultations, and service reviews for enterprise clients.
• Coordinate high-severity incidents, stakeholder communications, recovery efforts, and cross-functional resolution activities.
• Partner with Product, Engineering, Operations, Sales, Account Management, and Support teams to identify root causes and resolve client-impacting issues.
• Use approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency.
• Monitor support signals, contribute to knowledge sharing and process optimization, and participate in after-hours, weekend, and on-call coverage as required.

Requirements

• At least 2 years of work experience with a Bachelor's or advanced degree.
• Experience with requirements gathering, planning, analysis, documentation, implementation, and project activity tracking.
• Hands-on experience troubleshooting REST APIs, integrations, and distributed systems.
• Experience with analytics tools including Excel, MS Project, PowerPoint, and Visio.
• Strong relationship management, prioritization, customer expectation management, communication, presentation, and interpersonal skills.
• Ability to work from the Bogota office at least 3 days per week and support non-traditional schedules based on business and client needs.

Culture & Benefits

• Client-first approach focused on service quality and measurable client outcomes.
• Collaboration across global regions, functions, and time zones.
• Opportunities to use AI and automation to reduce client effort and improve efficiency.
• Participation in knowledge sharing, training, and continuous improvement initiatives.