Technical Support Engineer (Payments & Payees)

TL;DR

Technical Support Engineer (Payments & Payees): Providing technical assistance to customers using our global financial automation platform, ensuring seamless business operations with an accent on troubleshooting, information gathering, and root cause analysis. Focus on collaborating with engineering and product teams to resolve complex technical issues and improve customer satisfaction.

Location: Tbilisi, Georgia

Company

hirify.global is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy.

What you will do

• Take full ownership of technical issues escalated by various teams, ensuring a seamless troubleshooting process.
• Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
• Provide expert technical support on Accounts Payable (AP), Procurement, and Expenses-related issues, working closely with internal operational teams.
• Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
• Maintain internal documentation and actively contribute to knowledge-sharing across the team.

Requirements

• 3+ years of experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
• Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
• Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
• Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
• Excellent analytical abilities with a strong customer-centric mindset.
• Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.

Nice to have

• Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
• Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.
• Experience thriving in a fast-paced environment, managing multiple priorities and customer escalations effectively.
• Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.
• Self-motivated, quick learner, adaptable, and an effective team player.

Culture & Benefits

• Collaborative culture
• Competitive benefits
• Flexible workplace
• Career coaching
• Environment where diverse individuals can thrive and make an impact.