Customer Support Engineer (Fintech)

TL;DR

Customer Support Engineer (Fintech): Identifying and resolving basic customer issues and needs for an AI-powered finance automation platform with an accent on specialized technical and product support. Focus on managing customer escalations, collaborating with internal teams, and contributing to knowledge base development.

Location: Onsite in Medellín, Antioquia, Colombia

Company

hirify.global is an AI-powered platform for finance automation, elevating how finance teams operate in the global economy by removing the complexities of global business.

What you will do

• Provide world-class technical and product support to customers post-sales.
• Manage customer escalations and coordinate actions to resolve issues.
• Collaborate with Customer Success, Product, and Engineering teams.
• Act as a customer advocate by sharing product feedback to drive the product roadmap.
• Create and contribute to hirify.global’s knowledge base.

Requirements

• Proven hands-on technical support experience at a SaaS company.
• Experience delivering support through live chat and email.
• Ability to manage multiple conversations simultaneously while maintaining high service quality.
• Strong communication skills, including written, verbal, and listening.
• Experience with ticketing systems such as Zendesk or Salesforce.
• English: B2 required.

Nice to have

• Experience with NetSuite / QuickBooks or other ERP systems, and knowledge of accounting.
• Experience with payment systems and/or working at a Fintech company.
• Ability to read, debug, and understand HTML code and API calls.

Culture & Benefits

• Collaborative culture where diverse individuals can thrive and make an impact.
• Competitive benefits and a flexible workplace.
• Career coaching and an environment where egos are checked at the door.
• Passionate about product quality and getting the job done.
• Commitment to customer satisfaction and innovation with high customer retention.