Technical Support Engineer (Fintech)

TL;DR

Technical Support Engineer (Fintech): Taking ownership of technical escalations and assisting customers in maximizing the use of a global financial automation platform with an accent on seamless troubleshooting, root cause analysis, and clear resolution communication. Focus on diagnosing ERP-related technical issues, troubleshooting API integrations, and identifying trends to drive long-term system reliability improvements.

Location: Medellín, Antioquia, Colombia

Company

hirify.global is a well-funded, late-stage startup and a global fintech company that provides an AI-powered financial automation platform to modernize payables operations for businesses.

What you will do

• Take full ownership of technical issues escalated by internal teams, ensuring a seamless troubleshooting process and clear resolution communication.
• Lead internal escalations with Engineering and Product teams to ensure timely responses and mitigate customer impact.
• Provide expert technical support on App and Cards related issues, working closely with operational teams for customer resolution.
• Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems.
• Work closely with team leadership to identify emerging issues proactively, contributing to risk mitigation.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.

Requirements

• Professional experience in 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 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 and collaborating across different time zones (e.g., U.S. and Israel).
• Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.

Culture & Benefits

• Collaborative culture focused on the quality of the product and the capabilities of the people.
• Competitive benefits and a flexible workplace.
• Offers career coaching and an environment where diverse individuals can thrive and make an impact.
• Fueled by a commitment to customers and a desire to build lasting connections.
• Team ensures everyone checks their egos at the door and stands ready to reach for success together.