Monitoring & Support Associate

TL;DR

Monitoring & Support Associate: Responsible for monitoring, troubleshooting, and supporting payment operations to ensure SLA compliance and prevent issues. Focus on early anomaly detection, incident escalation, and process optimization to enhance customer experience.

Location: Remote from Brazil or Argentina, with presence in Buenos Aires also mentioned.

Company

hirify.global enables global companies to collect payments in emerging markets, operating as both payment processor and merchant of record, with a diverse international team and remote-first culture.

What you will do

• Monitor key industry metrics and identify anomalies early to prevent escalation.
• Perform troubleshooting and adjustments to maintain uninterrupted operations.
• Manage tickets, customer issues, and ensure SLA fulfillment.
• Communicate and escalate issues to relevant teams promptly and clearly.
• Innovate and optimize internal processes to improve customer experience.
• Maintain up-to-date knowledge of technical processes and requirements.

Requirements

• Bachelor's degree or currently studying.
• Availability to work during weekends.
• Advanced/Fluent English (C1 level).
• Proactive, independent, with critical thinking and decision-making skills.
• Experience in payments or tech industry is a plus.
• Knowledge of analytical tools such as Excel, SQL, Databases, Kibana is a plus.

Culture & Benefits

• Remote work from anywhere or company offices worldwide.
• Flexible schedules driven by performance.
• Access to Premium Coursera subscription and language classes.
• Referral bonus program and social budget for team activities.
• Opportunity to rent hirify.global Houses for coworking globally.

Hiring process

• CV review and communication via email at every step.