Technical Support Engineer (Payments Team) (Fintech)

TL;DR

Technical Support Engineer (Fintech): Taking ownership of technical escalations, serving as the main point of contact for various operational teams, and assisting customers in maximizing the use of hirify.global's global financial automation platform. Focus on swiftly investigating and resolving complex payment-related issues while delivering an exceptional customer experience.

Location: Medellín, Antioquia, Colombia

Company

hirify.global is a fast-growing fintech company modernizing the entire payables operation with its AI-powered platform.

What you will do

• Take full ownership of technical issues escalated by Onboarding Managers, Customer Support, Payment Ops, and Customer Success teams.
• Lead internal escalations with Engineering and Product teams.
• Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
• Provide expert support on onboarding issues affecting payees, including validation and server errors.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
• Maintain internal documentation and actively contribute to knowledge-sharing across the team.

Requirements

• Professional Experience in roles such as Technical Support, Product Support, or customer-facing technical roles, particularly within FinTech, SaaS, Financial Management, or Accounts Payables sectors.
• Proven skills with relational databases and SQL, along with proficiency in handling MongoDB for troubleshooting.
• Experience troubleshooting API integrations and familiarity with tools like Postman is an advantage.
• Ability to understand complex workflows and effectively communicate solutions across R&D, Product, and customer-facing teams.
• Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones.
• Excellent analytical abilities with a strong customer-centric mindset.

Nice to have

• Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.

Culture & Benefits

• Collaborative culture with competitive benefits.
• Flexible workplace.
• Career coaching.
• Environment where diverse individuals can thrive and make an impact.
• Culture ensures everyone checks their egos at the door and stands ready to reach for success together.