Senior Technical Support Engineer (Fintech)

TL;DR

Senior Technical Support Engineer (Fintech): Taking ownership of technical escalations and serving as the central point of contact for various operational teams with an accent on assisting customers in maximizing the use of our global financial automation platform. Focus on investigating and troubleshooting complex payment-related issues, including flows, failures, and errors.

Location: Medellín, Antioquia, Colombia

Company

hirify.global is a fintech company that automates finance operations with an AI-powered platform.

What you will do

• Take full ownership of technical issues escalated by various teams, ensuring a seamless troubleshooting process.
• Lead internal escalations with Engineering and Product teams to ensure a timely response and appropriate actions to mitigate customer impact.
• Thoroughly investigate and troubleshoot complex payment-related issues, including flows, failures, and errors.
• Provide expert support on onboarding issues affecting payees, including validation and server errors.
• Identify trends in technical challenges, driving long-term improvements to enhance customer satisfaction and system reliability.
• Maintain internal documentation and actively contribute to knowledge-sharing across the team.

Requirements

• Professional experience in roles such as 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 handling 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, including those based in the U.S. and Israel, successfully collaborating across different time zones.
• Strong written and verbal communication skills with the ability to translate complex technical issues into clear, customer-friendly explanations.

Nice to have

• Familiarity with APIs (SOAP and REST) and reading XML and JSON files is a plus.

Culture & Benefits

• Collaborative culture with a focus on quality and capabilities.
• Competitive benefits and a flexible workplace.
• Career coaching and an environment where diverse individuals can thrive and make an impact.
• Inclusive teams where every voice counts.
• Committed to recruiting diverse candidates with varied personal experiences and abilities.