Fintech Client Support Services Senior Analyst (Fintech)

TL;DR

Fintech Client Support Services Senior Analyst (Fintech): Delivering support for cloud-based IT products for financial institutions with an accent on incident management, release processes, and continuous service improvement. Focus on ensuring timely resolution of critical incidents, driving efficiency, and maintaining knowledge articles.

Location: This position will be located in Mexico City and offers a hybrid work environment at least 3 days a week in-office.

Company

hirify.global is an equal opportunity employer offering a competitive, well-rounded rewards package that supports employees and their families.

What you will do

• Deliver support for cloud-based IT products used by financial institutions.
• Manage critical incidents, ensuring timely resolution and clear client communication.
• Follow Release Management processes to enable smooth deployments and updates.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Create and maintain internal knowledge articles and provide guidance to junior team members.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
• 3+ years of experience in Client Support, Project Management, or Client Services in a fast-paced environment.
• Proven ability to manage incidents, improve processes, and collaborate globally.
• Excellent communication and organizational skills.
• Proficiency in English (written and spoken) is required.

Nice to have

• Certification in ITIL, PMP, or similar frameworks.
• Experience in fintech or regulated industries.
• Familiarity with global team collaboration.

Culture & Benefits

• Competitive, well-rounded rewards package that supports employees and their families.
• Offers short-term incentives (bonus or commission) and long-term incentives (equity) where applicable.
• Committed to being an equal opportunity employer and welcomes diverse backgrounds.
• Provides reasonable accommodation during the hiring process for individuals with disabilities.