Platform Support Analyst (Fintech)

TL;DR

Platform Support Analyst (Fintech): Providing technical support for hirify.global's integrated platform to financial advisors and individual investors with an accent on troubleshooting API, database, and data retrieval issues. Focus on analyzing system functionality, streamlining support processes, and optimizing the user experience.

Location: This is a hybrid role in New York, New York, United States, requiring office attendance Monday-Thursday and remote work on Friday.

Salary: $70,000–$75,000

Company

hirify.global is a financial technology company that provides access to alternative investments for financial advisors and individual investors.

What you will do

• Respond to client inbound support requests and manage troubleshooting updates.
• Perform initial triage of support requests, resolving or escalating issues.
• Document troubleshooting steps and create knowledgebase articles in the CRM.
• Utilize technical tools for troubleshooting API, database, and data retrieval problems.
• Collaborate with engineers to solve complex technical issues and educate internal departments on best practices.
• Synthesize customer feedback to optimize the user experience and create documentation for new product solutions.

Requirements

• Bachelor’s degree in computer science, information technology, business administration, or a related field.
• 1-3 years of experience in technical support.
• Strong technical background in troubleshooting and resolving technical issues.
• Excellent communication, problem-solving, and time management skills.
• Proven ability to multi-task and work independently and as a team player.
• Experience working with APIs and databases.

Nice to have

• Experience working with cloud-based technologies, such as AWS or Azure.
• Knowledge of security protocols and best practices for securing data and systems.
• Familiarity with alternative investments and financial technology.

Culture & Benefits

• Hybrid work model (in-office Monday-Thursday, remote Friday).
• Compensation package including salary, equity for all full-time employees, and an annual performance bonus.
• Comprehensive benefits package with employer-matched retirement plan.
• Generously subsidized healthcare, 100% employer-paid dental, vision, telemedicine, and virtual mental health counseling.
• Parental leave and unlimited paid time off (PTO).
• Collaborative, multi-disciplinary, and entrepreneurial environment.