Analyst, Technical Service Experience (Payments)

Location: Pasay, Philippines — Manila. Hybrid schedule with at least 3 days in the office. Primarily day shift, 9:00 AM–6:00 PM, with occasional adjustments for collaboration with US-based teams.

Company

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

What you will do

• Investigate, troubleshoot, escalate, and resolve complex issues involving hirify.global products, applications, APIs, systems, integrations, networks, and transaction flows.
• Analyze logs, system behavior, technical evidence, and operational data to identify patterns, potential root causes, impact, and corrective actions.
• Own complex technical escalations and collaborate with Product, Engineering, Operations, Client Services, and other support teams.
• Support product validation, troubleshooting, enablement, implementation, and service readiness for Risk and Identity Solutions products including VPAA, VRM, VCAS, CCA, and Enumeration Detection.
• Create technical documentation, troubleshooting guides, issue reports, knowledge resources, and operational insights.
• Reproduce and investigate potential product defects, develop troubleshooting and automation scripts, and contribute to service and workflow improvements.

Requirements

• Bachelor's degree in Business, Finance, Technology, or a related discipline, or equivalent relevant professional experience.
• At least three years of relevant experience in technical support, application support, or a similar technical role within software, payments, financial services, or a related industry.
• Experience diagnosing, investigating, tracking, and resolving complex application and technical issues.
• Ability to analyze application behavior, transaction flows, system responses, and application or system logs to identify potential root causes.
• Experience querying, analyzing, and interpreting data with SQL, T-SQL, or similar technologies.
• Experience with serverless technologies, cloud-based application architectures, data analytics, log analysis, and monitoring or observability tools such as Databricks, Kibana, Grafana, or similar tools.
• Working knowledge of programming, scripting, and web technologies such as Java, C#, JavaScript, PHP, HTML, XML, or similar technologies.
• Ability to manage multiple concurrent technical issues while meeting established timelines, with strong analytical, problem-solving, decision-making, communication, research, and collaboration skills.
• Strong attention to detail, initiative, resourcefulness, independent learning ability, and commitment to high-quality technical support.

Nice to have

• Experience supporting payment technologies, financial services platforms, enterprise applications, or other complex technical environments.
• Experience troubleshooting APIs, system integrations, transaction processing systems, or related technologies.
• Experience with continual service improvement, incident management, and problem management.

Culture & Benefits

• Full-time employment with a hybrid schedule requiring at least three office days per week.
• Primarily a 9:00 AM–6:00 PM day-shift role, with occasional schedule changes for US-team collaboration.
• Off-hours or on-call support may be required.
• Opportunity to contribute to knowledge sharing, technical enablement, AI-enabled tools, automation, and operational improvements.

Hiring process

• Qualified applicants are considered without regard to protected characteristics in accordance with applicable employment and equal-opportunity requirements.