TL;DR

Product Support Analyst (Fintech): Providing first-line technical support and resolving client issues related to real assets products with an accent on ticket management, issue prioritization, and collaboration with cross-functional teams. Focus on streamlining support processes, documenting key changes, and improving the client experience.

Location: Hybrid (Partially Remote) in US NY New York

Salary: $65,000-80,000

Company

%hirify_global% builds AI software to power the world’s top investment, legal, and consulting firms.

What you will do

Act as the first line of support for general and integration-specific inquiries, owning the initial resolution of technical issues.
Manage ticket flow and resolution, maintain clear visibility into incoming requests, accurately prioritize based on urgency and impact, and escalate to higher-tier support when necessary.
Support workspace configuration during onboarding by collaborating with Implementation and Client Success teams to minimize delays.
Support rollouts of new features by collaborating with Product, Engineering, and Client Success teams to understand release details, document key changes, and share relevant updates.
Assist with integration support by helping customers connect key systems and identifying common setup issues.
Contribute to cross-functional projects aimed at improving team efficiency and the client experience.

Requirements

Passion for client support and problem solving.
Organized professionals who thrive in fast-paced environments and value timely communication.
Enjoyment in working cross-functionally and comfort in navigating tools like CRMs, project management platforms, Microsoft Office Suite and support ticketing systems.
Clear communication around technical information to both technical and non-technical audiences, strong written and verbal communication skills
Detail-oriented team members who proactively track and follow up on tickets, issues, and deliverables
Previous experience in a SaaS or technology-driven environment is a strong plus

Nice to have

Familiarity with Commercial Real Estate is a bonus, but not required

Culture & Benefits

Professional development opportunities supported by a community of experienced professionals.
Modern, open offices designed to inspire creativity and collaboration.
Wellness and flexible time off programs and benefits are designed to care for you and your family.
Family-formation benefits and support during your family-building journey.
Paid volunteer time off and a donation matching program for the causes you care about.