Senior Product Support Engineer

TL;DR

Senior Product Support Engineer: Resolving complex pre-production and post-production technical issues within a cloud-based financial crime prevention platform with an accent on problem-solving and customer-centric approach. Focus on analyzing complex technical issues across hirify.global’s products, their interaction with customers’ infrastructure, and communicating with stakeholders.

Location: Manila, Philippines

Company

hirify.global is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence.

What you will do

• Serve as a technical expert on hirify.global’s products, resolving complex customer issues independently.
• Troubleshoot and resolve product and infrastructure-related issues in a 24/7 environment, adhering to established SLA timelines.
• Manage customer communications effectively, including conference calls and status updates to stakeholders.
• Escalate critical issues to the appropriate engineering teams and coordinate resolution efforts across multiple tiers of support.
• Contribute to the continuous improvement of support documentation, including the creation of internal and external knowledge base articles.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent professional experience.
• 4–7 years of experience in a technical support, product support, or engineering role.
• Excellent written and verbal communication skills in English.
• Ability to work autonomously in a fast-paced, dynamic environment.
• Strong technical foundation, with a solid understanding of programming concepts.
• Experience with databases, particularly Cassandra and SQL.
• Familiarity with cloud platforms such as AWS or GCP.

Culture & Benefits

• Immersed in our brand with training, connections, and one-on-one time with your manager.
• Shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your hirify.global journey.
• Access to a ton of information to give you history, context, and all the knowledge you can handle about hirify.global and the team.
• Start working on projects and collaborating on work currently being done.