Technical Support Engineer (Fintech)

TL;DR

Technical Support Engineer (Fintech): Overseeing and resolving technical issues for a usage-based billing platform with an accent on establishing SLAs, building internal playbooks, and improving customer experience. Focus on driving continuous improvement through data and becoming an expert on the hirify.global platform and industry trends.

Location: Hybrid, New York City (Brooklyn office 3x per week), US East Coast business hours required

Salary: $110,000 – $150,000 + Equity

Company

hirify.global is transforming how modern AI and software companies monetize at scale by building next-generation billing infrastructure.

What you will do

• Resolve inbound customer issues through SOPs or cross-functional team collaboration.
• Establish and report on SLAs for customer responsiveness and time to resolution.
• Collaborate with Customer Success, Product Management, and Operations to define software tools and system requirements.
• Collect and leverage data to drive continuous improvement within support and cross-functionally.
• Build internal playbooks, talk tracks, and a support knowledge base.
• Become an expert on the hirify.global platform, use cases, and industry trends in Usage-Based Billing.

Requirements

• 3+ years of experience in a highly technical customer support/service role.
• Excellent written and spoken communication.
• Comfortable writing scripts or internal tools leveraging APIs.
• Functional knowledge of SQL and familiarity with AWS.
• Experience programming in Typescript or Python.
• Ability to work US east coast business hours.
• Must be based in the New York City area and come into the Brooklyn office 3x per week.

Nice to have

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue.
• Proactive in learning new technologies and systems with little guidance.
• History of using data to drive improvements in customer experience, product quality, or operational efficiency.

Culture & Benefits

• Hybrid work culture: 3 days/week in office.
• Values: customer centricity, minutes matter, run with it, attention to detail.
• Excellent medical, dental, and vision insurance, One Medical membership.
• Unlimited PTO plus an additional week off between Christmas and New Year’s.
• 401k plan, 16-week paid parental leave with equity vesting.
• Commuter stipend, catered lunches in the office, annual learning & development stipend.
• Meaningful equity in the form of stock options.