Technical Support Engineer (L3)

TL;DR

Technical Support Engineer (L3) (Fintech): Providing technical support, configuring, and troubleshooting issues with the hirify.global verification platform for B2B clients with an accent on technical analysis, escalation plans, and custom solutions. Focus on collaborating with engineers, acting as liaison between clients and internal teams, and communicating via chat, email, and calls.

Location: Remote-first, work from the place that works best for you, no mandatory office days

Company

Leading full-cycle verification platform enabling scalable compliance, identity and business verification, ongoing monitoring, trusted by over 4,000 clients worldwide including Bitpanda, Wirex, and Vodafone.

What you will do

• Provide technical support, configure, and troubleshoot issues with the hirify.global platform for B2B clients
• Perform technical analysis of reported problems and define resolution plans
• Interact with engineers to provide action plans or escalate cases
• Collaborate with teams to answer client technical questions as a liaison
• Communicate with clients via chat, email, and outbound calls
• Develop and implement custom solutions with simple scripting or coding

Requirements

• Fluent in English & Mandarin
• Experience troubleshooting web applications
• Basic understanding of programming fundamentals (e.g., data types)
• Practical experience troubleshooting web applications using REST API
• Practical experience working with SQL-like databases
• Simple scripting skills in any language
• Basic HTML and CSS experience
• Willingness to provide excellent support service

Nice to have

• Familiarity with Kibana or Elastic Stack
• Proficiency supporting mobile or web SDK
• Hands-on expertise with Postman or API troubleshooting
• Background in technical support for web or mobile applications
• Understanding of crypto, fintech, banking applications or services

Culture & Benefits

• Remote-first, trust-based culture with no mandatory office days or attendance trackers; offices or coworking available in some locations
• Extra time off including birthday holiday, 10 personal days, seven sick days, and extended Christmas/New Year break
• Truly global team across continents and time zones
• Fair and transparent market-benchmarked compensation
• Personal development with clear goals, feedback, learning opportunities, and event coverage
• Team offsites a few times a year, fully covered
• Access to necessary tools and hardware
• Friendly, open, inclusive culture valuing diversity and individuality

Hiring process

• TA screening
• Hiring Manager Interview