Sr. Tech Support Analyst

Location: Hybrid; the listing header states Bogota, Colombia, while the job description specifies the Toronto, Canada office. At least 3 days per week in the office are required.

Company

hirify.global provides payment technology that connects consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Interface with the Elite Care primary team and support customers through telephone, email, Teams sessions, and case management systems.
• Troubleshoot, reproduce, debug, and diagnose customer issues while providing accurate responses within service-level agreements.
• Log software defects, collaborate with technology and product teams, and track issues through resolution.
• Document action plans, customer communications, workarounds, recommendations, and case progress.
• Build and maintain test environments and tools, create knowledge-base documentation, and deliver knowledge-transfer sessions.
• Review cases with customers and Elite Care teams, identify issue trends, and support corrective actions and service-request reduction.

Requirements

• At least 5 years of relevant experience with a bachelor's degree, or equivalent experience with an advanced degree or PhD.
• Strong technical support experience, with up to 8 years of experience in technical support or a related field preferred.
• Excellent written and verbal English communication skills.
• Strong analytical, troubleshooting, problem-solving, and customer-management skills.
• Experience with Java or other programming languages, web services, databases including Oracle, DB2, SQL, and MySQL, and cloud computing services.
• Experience with Linux/Unix, debugging web-service solutions, and large-scale distributed systems with high-availability requirements.

Culture & Benefits

• Hybrid work with at least 3 days per week in the office; the exact days are determined by leadership and the hiring manager.
• Customer support may be required outside normal business hours, including weekends and holidays.
• Onsite support at customer locations may be required.
• Accommodation is available for candidates with disabilities during the selection process.