Product Support Specialist (Fintech)

Location: Hybrid, with remote work flexibility and in-person team collaboration once a week at the Seattle office. Candidates must be authorized to work lawfully in the United States.

Salary: USD $70,000–$90,000 per year, plus equity.

Company

hirify.global is a SaaS startup providing payment software that helps construction companies eliminate manual payment tasks and improve operational efficiency.

What you will do

• Serve as the first point of contact for customer questions through email and chat, providing Tier 1 support for product usage, account questions, and technical issues.
• Troubleshoot customer problems by testing workflows, analyzing data, identifying reproducible steps, and escalating complex technical issues with clear communication.
• Investigate integration-related issues using documentation and structured testing, and develop product knowledge across payment workflows and construction use cases.
• Document customer pain points, bugs, and feature requests with clear technical context, and communicate trends and customer impact to Product and Engineering.
• Support testing of new customer-facing features and workflows.
• Identify recurring support patterns, improve documentation, support data quality, and help build scalable support processes.

Requirements

• Bachelor’s degree plus 2+ years of experience in customer support or a customer-facing role within SaaS, fintech, or a fast-paced startup.
• Strong technical curiosity and a problem-solving mindset.
• Basic SQL knowledge or demonstrated ability to learn technical concepts quickly.
• Comfort working analytically with data in Google Sheets or Excel.
• Excellent written and verbal communication skills.
• Strong organizational skills and the ability to manage multiple priorities.
• Empathy and patience when working through customer challenges.
• Authorization to work lawfully in the United States; employment-based visa sponsorship, including H1-B sponsorship, is not available.

Nice to have

• Exposure to SSO, JSON, or integration troubleshooting.
• Experience with Jira, Confluence, or HubSpot.
• Familiarity with ERP systems or B2B software workflows.
• Experience supporting payments or fintech products.
• Spanish language fluency.

Culture & Benefits

• Collaborative, autonomous, customer-focused environment with an experienced team.
• 100% premium coverage for employee health insurance and partial coverage for dependents.
• Health Savings Account with a company contribution, plus Health Care and Dependent Care Flexible Spending Account options.
• Dental, vision, and life insurance.
• 11 paid company holidays and a generous Paid Time Off policy.
• Stock options and a hybrid schedule with weekly in-person collaboration and team lunch.