Customer Support Engineer (Fintech)

TL;DR

Customer Support Engineer (Fintech): Providing world-class service to customers, managing technical and product support, and resolving escalations with an accent on ensuring customer success post-sales. Focus on sharing product feedback with engineering and product teams to drive the product roadmap and contributing to the development of knowledge articles.

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

• Provide world-class service to customers and ensure customer success post-sales.
• Provide specialized support on both technical and product issues, and manage customer escalations.
• Lead/coordinate actions to resolve customer issues while collaborating with other teams, including Customer Success, Product, and Engineering as required.
• Act as a customer advocate by sharing product feedback with engineering, product, and the other internal stakeholder teams to drive the product roadmap.
• Create and contribute to the development of knowledge articles in hirify.global’s knowledge base.

Requirements

• Hands-on technical support experience at a SaaS company, with a focus on delivering support through live chat, phone, and email.
• Proven experience providing real-time support via live chat, including managing multiple conversations simultaneously while maintaining high service quality.
• Strong communication skills, including written, verbal, and listening.
• Detail-oriented and well organized.
• Always learning, has a growth mindset.
• Strong creative thinking and problem-solving skills.
• Experience in working with ticketing systems such as Zendesk or any ticketing system, and Salesforce.

Nice to have

• Experience with payment systems and/or working at a Fintech company.
• Proven ability to read, debug, and understand HTML code, API calls, etc.
• Experience with NetSuite / QuickBooks or other ERP systems, knowledge of accounting.
• Relevant academic degree that demonstrates quantitative and analytical orientation (e.g., in Finance, Accounting, or a technical field).

Culture & Benefits

• Collaborative culture and quality of product.
• Competitive benefits and a flexible workplace.
• Career coaching.
• Environment where diverse individuals can thrive and make an impact.