IT Support Engineer (Fintech)

TL;DR

IT Support Engineer (Fintech): Providing high-level technical support for enterprise systems while optimizing workflows and documentation with an accent on AI integration and process automation. Focus on diagnosing root causes for complex technical issues, collaborating with engineering teams on internal tooling, and enhancing the overall technology experience for a growing institutional crypto platform.

Location: Must be based in the United States

hirify.global is a leading crypto platform providing institutional-grade custody, staking, and trading services, backed by top-tier financial institutions.

What you will do

• Drive resolution of support tickets across enterprise systems like Google Workspace, Slack, and internal tooling.
• Lead troubleshooting for escalated technical issues and independently diagnose root causes.
• Create and maintain user-friendly documentation using AI tools for better knowledge accessibility.
• Manage light automation projects to reduce manual operational overhead and improve efficiency.
• Collaborate with Engineering teams to audit systems and provide frontline insights on user pain points.
• Support CISO compliance requirements by delivering accurate audit evidence and system documentation.

Requirements

• 2+ years of experience in IT support, helpdesk, or technical operations.
• Must be based in the United States.
• Strong customer service orientation with excellent written and verbal communication skills.
• Hands-on experience with enterprise SaaS platforms such as Google Workspace, Slack, Jira, or Kandji.
• Proven ability to troubleshoot issues independently and maintain composure in high-volume environments.
• Proactive mindset regarding process improvements, documentation, and workflow optimization.

Nice to have

• Experience with ticket management systems like Jira or Linear and their workflow configuration.
• Familiarity with AI tools like ChatGPT or Claude for documentation and support.
• Basic scripting knowledge (Python, JavaScript) or experience with no-code automation platforms.
• Knowledge of MDM platforms like Jamf or Kandji.
• Previous experience in fintech, crypto, or other highly regulated industries.

Culture & Benefits

• Comprehensive benefits package for a globally distributed but US-centered team.
• Work in an innovative environment bridging traditional finance and blockchain technology.
• Culture that values diversity, inclusivity, and making a tangible impact on the future of global finance.
• Opportunities to collaborate across various teams including platform security and financial services.
• Emphasis on autonomy and improving system processes rather than just reactive support.