Platform Technology Support Analyst (Fintech)

TL;DR

Platform Technology Support Analyst (Fintech): Providing technical support to financial advisors and individual investors using hirify.global's integrated platform with an accent on researching and resolving technical issues related to APIs, databases, and data retrieval. Focus on streamlining support processes, collaborating with engineering teams, and synthesizing customer feedback to optimize the user experience.

Location: Must work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

Salary: $60,000 to $70,000

Company

hirify.global is creating a best-in-class user experience, providing technical support to its rapidly growing client base of financial advisors and individual investors.

What you will do

• Respond to client inbound support requests in a timely manner and maintain updates during troubleshooting.
• Engage in the initial triage of support requests, resolve or escalate to the appropriate secondary Support team.
• Maintain accurate records of troubleshooting steps and document knowledgebase articles in the CRM.
• Communicate with Client Sales teams on new technical issues and explaining resolutions.
• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Synthesize customer feedback and collaborate with other departments to optimize the user experience.

Requirements

• Bachelor’s degree in computer science, information technology, business administration, or a related field.
• 1-3 years of experience in technical support.
• Strong technical background, with experience in troubleshooting and resolving technical issues.
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders.
• Excellent time management skills and ability to prioritize tasks.

Nice to have

• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues.
• Experience working with cloud-based technologies, such as AWS or Azure.
• Knowledge of security protocols and best practices for securing data and systems.
• Familiar with alternative investments and financial technology is strongly preferred.

Culture & Benefits

• Compensation package includes salary, equity for all full-time employees, and an annual performance bonus.
• Comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling.
• Parental leave and unlimited paid time off (PTO).
• Employees will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.