Senior Technical Support & Success Manager (Fintech)

Location: Hybrid in Montréal, Toronto, or Halifax, Canada

Company

hirify.global provides a global payouts platform and API that helps businesses automate payments, tax and banking information collection, fraud prevention, and risk reduction.

What you will do

• Manage a portfolio of customer accounts and provide proactive guidance, support, onboarding, and consultative recommendations.
• Act as a technical subject matter expert across the Pay, Tax, Trust, and Sync products.
• Troubleshoot complex product, integration, and API issues as a Level 2 technical resource.
• Monitor customer adoption, usage metrics, satisfaction, retention, and expansion opportunities.
• Coordinate escalations with Product and Engineering while keeping customers informed through resolution.
• Identify recurring issues, improve documentation and service delivery, and mentor team members on troubleshooting and customer communication.

Requirements

• Several years of experience in Customer Success, Technical Support, Solutions Engineering, or a similar customer-facing SaaS role.
• Strong experience supporting enterprise B2B software products and managing customer relationships.
• Demonstrated ability to troubleshoot APIs, integrations, and complex technical product issues.
• Strong analytical, problem-solving, organizational, written, and verbal communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences and manage multiple priorities.
• Ability to work in a hybrid environment in Montréal, Toronto, or Halifax.

Nice to have

• Experience in fintech, payments, or financial technology.
• Familiarity with REST APIs, JSON, webhooks, Postman, and technical troubleshooting methodologies.
• Experience with Salesforce, Intercom, Jira, Notion, or similar platforms.
• Experience analyzing customer usage metrics and driving product adoption.
• Experience collaborating with Product, Engineering, and Go-to-Market teams.

Culture & Benefits

• Collaborative, diverse, and globally distributed team working toward a shared mission.
• Competitive salary and ESOP program.
• Extended healthcare benefits from the first day.
• Four weeks of paid vacation per year plus public holidays and an additional vacation day per year of service.
• Up to 30 days of remote work from anywhere, gym membership allowance, and half-day Fridays during summer.
• Company-provided Apple MacBook Pro and accessories.