Technical Support Engineer (Fintech)

TL;DR

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 swift investigation and resolution of complex technical issues while delivering an exceptional customer experience.

Location: Medellín, Antioquia, Colombia. Experience working with remote team members, including those based in the U.S. and Israel, successfully collaborating across different time zones. Ability to work effectively under a manager located in the U.S. or Israel, demonstrating flexibility and accountability.

Company

hirify.global is a fintech company that automates global financial operations.

What you will do

• Take full ownership of technical issues escalated by the Onboarding Managers, Customer Support and Customer Success 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.
• Provide expert technical support on App and Cards related issues, working closely with internal operational teams to ensure seamless customer resolution.
• Diagnose and troubleshoot ERP-related technical issues, including integrations with other systems, driving robust resolutions.
• 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.
• Excellent analytical abilities with a strong customer-centric mindset.

Nice to have

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

Culture & Benefits

• Collaborative culture.
• Flexible workplace.
• Career coaching.
• Environment where diverse individuals can thrive and make an impact.