Client Support Analyst (Fintech)

TL;DR

Client Support Analyst (Fintech): Providing front-line technical support and resolution for a global treasury management platform with an accent on troubleshooting complex payment formats, connectivity, and financial data issues. Focus on managing client relationships, hitting SLAs, and collaborating cross-functionally to improve product scalability and client experience.

Company

hirify.global is a leading provider of crypto-enabled financial solutions, working to improve the global financial system and create greater economic fairness for institutions and developers worldwide.

What you will do

• Serve as the primary point of contact for clients, troubleshooting and resolving technical issues end-to-end.
• Manage and prioritize incoming requests to ensure adherence to SLAs while maintaining high-quality support.
• Diagnose complex issues involving payment formats, data extracts, and bank connectivity.
• Collaborate with Customer Success, Engineering, and Solutions teams to resolve complex client problems.
• Document and escalate critical issues to Development with clear, actionable context.
• Identify recurring patterns in client issues to provide insights for product and process improvements.

Requirements

• Experience in B2B technical support, ideally within a SaaS environment.
• Strong troubleshooting skills with the ability to read logs and navigate complex systems.
• Working knowledge of SQL and reporting tools.
• Ability to communicate complex technical concepts clearly to clients and internal stakeholders.
• Proactive mindset with the ability to operate in ambiguous environments with limited documentation.
• Must be available to provide coverage beyond standard business hours, including weekends and holidays as needed.

Nice to have

• Familiarity with treasury, banking, or accounting concepts.
• Experience with RSA, Symantec, or similar security/reporting tools.
• Comfort navigating APIs and bank connectivity protocols.

Culture & Benefits

• Competitive salary, bonuses, and equity packages.
• Comprehensive health, retirement, and family support benefits.
• Flexible hybrid work model with 10+ days of in-office collaboration per month.
• Professional development budget and continuous learning environment.
• Generous vacation policy, R&R days, and parental leave.
• Catered lunches, premium snacks, and regular team offsites and bonding activities.