Senior Escalation Engineer (Fintech)

TL;DR

Senior Escalation Engineer (Fintech): Leading the resolution of critical and complex technical issues for enterprise customers in the APAC region with an accent on hands-on troubleshooting and driving root cause analysis. Focus on improving support process efficiency via tooling and documentation, and collaborating with product and engineering teams.

Location: Remote (APAC region, starting at 5:00 PM EST shift)

Company

hirify.global is a US-headquartered self-clearing broker-dealer and brokerage infrastructure company, serving hundreds of financial institutions globally with institutional-grade APIs for various financial instruments.

What you will do

• Lead complex L2 escalations, providing hands-on troubleshooting for critical technical issues with enterprise customers.
• Drive root cause analysis for recurring technical issues, collaborating with Support, Product, and Engineering teams.
• Improve support process efficiency through code, tooling, and training to minimize L3 escalations.
• Develop and manage internal knowledge bases, runbooks, and troubleshooting guides.

Requirements

• 4+ years of experience in technical escalation or support engineering.
• Proficiency in troubleshooting complex distributed systems and APIs.
• Expertise with SQL, Kubernetes, and Grafana.
• Ability to drive process improvements and SLA performance.
• Superior communication skills for complex technical findings for both internal and external audiences.
• Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
• Must be eligible to work without sponsorship for this role.

Nice to have

• Experience with GCP, Golang, Kafka, or RabbitMQ.
• Experience with performance tuning of Postgres databases.
• Experience with online securities trading.

Culture & Benefits

• Globally distributed team across various countries.
• Commitment to open-source contributions and a developer-friendly API.
• Competitive salary and stock options.
• Health benefits.
• New hire home-office setup (USD $500 one-time) and monthly stipend (USD $150).