Support Engineer

TL;DR

Support Engineer (Customer Support): Own the technical and functional customer support experience for a fraud prevention and AML compliance platform with an accent on troubleshooting complex API-driven issues and collaborating across global teams. Focus on providing high-quality solutions, developing knowledge bases, and advocating for customer needs in a fast-paced, remote-first environment.

Location: Remote - Mexico, ideally PST timezone

Salary: $40,000 - $60,000 USD + equity

Company

Leader in fraud prevention and AML compliance using AI, machine learning, and device intelligence, serving over 300 banks, retailers, and fintechs worldwide.

What you will do

• Be the first point of contact for customers and troubleshoot complex technical issues across multiple channels.
• Own and prioritize customer support cases, providing tailored solutions and escalating when necessary.
• Develop deep expertise in hirify.global's risk and payment platform, APIs, SDKs, and web technologies.
• Create tools and documentation to improve team and client self-sufficiency.
• Collaborate with internal teams to address product bugs and improvements.
• Maintain up-to-date knowledge of product enhancements and industry best practices.

Requirements

• Must have 5+ years experience in technical support, support engineering, or software engineering roles
• Strong understanding of web technologies, APIs, REST, and cloud infrastructure
• Proficiency with SQL and troubleshooting complex queries
• Experience supporting B2B SaaS products, preferably in fintech or compliance environments
• Ability to work independently and communicate clearly under pressure
• Bonus: Experience coordinating with third-party vendors and support providers

Culture & Benefits

• Remote-first culture with flexibility to work from anywhere
• Generous compensation including base pay and Series C equity
• Health, dental, and vision insurance for US and Canada employees
• 401k/RRSP matching for US and Canada employees
• Home office stipend, MacBook Pro, meal and social meet-up stipends
• Annual learning and wellness stipends, unlimited access to financial advisory