Product Support Analyst (Fintech)

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.