Customer IT Support 24/7

TL;DR

Customer IT Support (Fintech): Managing and resolving technical issues for company clients, monitoring critical services, and coordinating incident response across teams with an accent on quick and effective resolution of major incidents and post-incident recovery. Focus on maintaining service health, ensuring user understanding, and participating in root cause analysis for system improvement.

Location: Remote, availability required during Mexican business hours (CST/CDT). Relocation support to Cyprus, Serbia, or Kazakhstan is available.

Company

hirify.global (ex Different Technologies) is a fintech company committed to creativity and groundbreaking solutions, challenging the status quo of incumbent finances.

What you will do

• Monitor the health of critical company services and infrastructure.
• Respond quickly and effectively to major incidents, including classification, prioritization, and escalation.
• Coordinate actions across multiple teams to resolve incidents as fast as possible.
• Keep internal stakeholders updated on the incident status and resolution progress.
• Organize post-incident recovery actions and customer communication.
• Participate in post-incident reviews to identify root causes and improve future responses.

Requirements

• 1+ years of experience in 24/7 support or monitoring roles.
• Understanding of how large-scale IT systems work and interact.
• Basic knowledge of SQL and APIs.
• High sense of responsibility and strong self-organization skills.
• Availability during Mexican business hours (CST/CDT) is required for a 4-day rotating shift pattern.

Nice to have

• Experience working with ITSM systems.
• Experience using log collection and visualization tools such as Grafana, ELK, or Kibana.
• Experience building a monitoring function, including alert setup and dashboard creation.

Culture & Benefits

• Innovative spirit and commitment to groundbreaking solutions.
• Valuing open and transparent communication and a supportive team.
• Celebrating achievements and working in a high-tech environment.
• Flexible work from one of our offices or remote.
• Healthcare Coverage.
• Education Budget for language lessons, professional training, and certifications.
• Wellness Budget for mental health and fitness activity reimbursements.
• 20 days of annual leave and paid sick leave.
• Relocation support for the employee and their family to Cyprus, Serbia, or Kazakhstan.