Support Engineer

TL;DR

Support Engineer (Customer Support): Own the technical and functional customer support experience for a fraud prevention and AML compliance platform with an accent on troubleshooting complex API-driven issues and collaborating across global teams. Focus on resolving technical problems, maintaining service quality, and enhancing customer success in a fast-paced environment.

Location: Remote - Canada, ideally PST timezone

Salary: CA$100K – CA$135K + equity

Company

hirify.global is a leader in fraud prevention and AML compliance, using AI, machine learning, and device intelligence to protect over 300 banks, retailers, and fintechs worldwide.

What you will do

• Serve as the first point of contact for customers via email, chat, and phone, understanding and prioritizing their technical needs.
• Troubleshoot and resolve complex technical issues related to hirify.global's API-driven platform and web technologies.
• Collaborate with customers, third-party providers, and internal engineering teams to maintain service quality across time zones.
• Create tools and documentation to improve team and client self-sufficiency.
• Analyze, diagnose, and escalate issues to development when necessary, documenting solutions for knowledge bases.
• Advocate for customer needs and contribute to product improvements and support processes.

Requirements

• Must be located in Canada, ideally working in PST timezone.
• 5+ years in technical support, support engineering, solutions engineering, or software engineering roles.
• Strong understanding of web technologies, APIs, REST API, and cloud infrastructure.
• Proficiency with SQL and tools like Postman.
• Experience supporting B2B SaaS products, preferably in fintech or compliance environments.
• Ability to work independently and communicate clearly under pressure.

Culture & Benefits

• Remote-first culture with flexibility to work from anywhere.
• Generous compensation including base salary and equity with early exercise options.
• Health, dental, and vision insurance coverage for employees and dependents in US and Canada.
• 401k / RRSP matching and various stipends for home office setup, meals, social meet-ups, health, wellness, and learning.
• Flexible paid time off and year-end break.
• MacBook Pro provided for work.