Technical Support Engineer

TL;DR

Technical Support Engineer: Troubleshooting and resolving application, service, and infrastructure issues for a fintech firm with an accent on incident management, stakeholder communication, and collaboration with engineering teams. Focus on identifying root causes, enhancing support workflows, and ensuring 24/7 system reliability through on-call rotations.

Location: Hybrid in Madrid, 4 days in the office, 1 day working from home

Company

hirify.global is a global fintech firm headquartered in London, empowering businesses internationally through tailored financial solutions, with over 1700 professionals across 40+ offices worldwide.

What you will do

• Troubleshoot applications, services, and infrastructure issues reported by end-users.
• Verify and document issues and bugs for accurate tracking and escalation, managing incidents and stakeholder communication.
• Collaborate with Software Engineering teams to establish support workflows and monitoring plans for new products.
• Partner with trusted vendors to resolve service events and enhance processes with software development engineers.
• Participate in a collaborative shift rotation and perform (out of hours) on-call duties for high-severity incidents.

Requirements

• Experience providing Level 2 (L2) support in a tech-driven business environment.
• Proficient problem-solving skills and strong technical troubleshooting abilities.
• Software development experience, particularly with Python.
• A strong desire to identify and resolve root causes to prevent recurring issues.
• Excellent written and interpersonal communication skills, with a willingness to uphold company values.
• English proficiency is required.

Nice to have

• Familiarity with AWS and/or Google Cloud, and Linux administration.
• Knowledge of Spanish or Portuguese.
• Additional valuable skills include Salesforce Administration, Agile methodologies, Continuous Integration, Frontend Development (HTML, CSS, JavaScript), PostgreSQL, and Observability.

Culture & Benefits

• Competitive salary and benefits package with a discretionary bonus based on performance.
• Continued personal development through training and certification opportunities.
• An Open Source friendly environment, following principles in internal projects and encouraging external contributions.
• Commitment to building an inclusive workplace with active employee networks like the Women’s Network and LGBTQIA+ Network.
• Supportive culture that values individual uniqueness and diverse backgrounds.