Analyst Lead, Product Technical Support (Fintech)

Location: Hybrid schedule required in a hirify.global talent center in Jacksonville, Atlanta, Milwaukee, or New York, United States

Company

hirify.global develops financial technology that supports financial services and business operations.

What you will do

• Manage complex incidents and service requests through full resolution.
• Troubleshoot advanced product and technical issues, perform root cause analysis, and coordinate escalations.
• Communicate status, resolutions, and recommendations to customers and internal stakeholders.
• Meet service level commitments and identify improvements to support processes and operational efficiency.
• Create and maintain knowledge articles, documentation, and support resources.
• Analyze recurring issues and lead initiatives that improve support delivery and customer satisfaction.

Requirements

• Experience supporting enterprise software, technology products, or business applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience managing complex customer issues and escalations in a service-oriented environment.
• Excellent written and verbal communication skills and the ability to collaborate across teams.
• Experience documenting solutions, building knowledge resources, and driving process improvements.
• Ability to work on the required hybrid schedule from a hirify.global talent center in Jacksonville, Atlanta, Milwaukee, or New York.

Nice to have

• Experience with incident management, problem management, or service delivery best practices.
• Experience leading projects, operational initiatives, or cross-functional efforts.
• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.

Culture & Benefits

• Internal career growth opportunities.
• Opportunities to innovate in fintech.
• Inclusive and diverse team environment.
• Professional and personal development resources.
• Resources to contribute to the community.