Technical Support Engineer (Fintech)

TL;DR

Technical Support Engineer (Fintech): Providing timely and expert technical support for hirify.global's Accounting Transformation Platform and suite of integrations with an accent on troubleshooting issues to resolution and performing hands-on technical tasks. Focus on leveraging product knowledge and a powerful suite of tools to ensure customers realize the full value of hirify.global.

Location: This role has a requirement of working in office 3 days per week in our central London location.

Salary: null

Company

hirify.global is the leading Accounting Transformation Platform in accounting workflow automation created by actual former accountants for accountants.

What you will do

• Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels.
• Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
• Perform backend configuration work, including data transformations/uploads and migrations, to maintain functionality and meet customer requirements.
• Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.
• Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
• Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.

Requirements

• 2+ years of experience in Technical Support, IT, or a related technical field.
• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.

Nice to have

• Experience working in a B2B SaaS environment, particularly in fintech or enterprise software.
• Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
• Familiarity with basic database querying (SQL), API troubleshooting, or data integration concepts.
• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
• Multi-language support experience (e.g., bilingual English-German or bilingual English-French)

Culture & Benefits

• Rated as a Best Place to Work by multiple organizations.
• Values include being unwaveringly authentic, ambitious with integrity, empowered to grow, committed to collaboration, and customer obsessed in all ways.