Senior Product Support Engineer (Fintech/AI)

TL;DR

Senior Product Support Engineer (Fintech/AI): Resolving complex technical issues within a cloud-based financial crime prevention platform with an accent on root cause analysis, product interaction with customer infrastructure, and coordinating resolution efforts. Focus on troubleshooting distributed systems, optimizing cloud platform performance, and ensuring system reliability for financial risk management solutions.

Location: Remote from Portugal

Company

hirify.global is a market leader in financial risk management, providing a cloud-based platform powered by machine learning and artificial intelligence to safeguard global commerce.

What you will do

• Serve as a technical expert to resolve complex customer issues independently within a 24/7 environment.
• Troubleshoot product and infrastructure-related problems, ensuring adherence to SLA timelines.
• Manage customer communications, provide status updates, and document issue root causes and resolutions.
• Escalate critical issues to engineering and coordinate resolution efforts across support tiers.
• Drive root cause analysis (RCA) and ensure efficient hand-offs between Support and Engineering.
• Contribute to support documentation and translate customer feedback into engineering requirements.

Requirements

• 4–7 years of experience in a technical support, product support, or engineering role.
• Excellent written and verbal communication skills in English.
• Strong technical foundation with understanding of programming concepts, UNIX/Linux systems, and OOP.
• Hands-on experience with databases (Cassandra, SQL), distributed systems, and web technologies (REST APIs).
• Familiarity with cloud platforms (AWS, GCP) and messaging systems (RabbitMQ, Kafka).

Culture & Benefits

• Open environment that encourages leaning in, trying new things, and discovering potential.
• Opportunity to shadow colleagues virtually or onsite for onboarding.
• Participation in on-call rotation with additional compensation after 3-6 months.
• Mentorship role for L1 support staff.