Technical Support Engineer II (Fintech)

TL;DR

Technical Support Engineer II (Fintech): Triaging incoming support cases and leading customer discovery conversations to resolve technical issues with an accent on API diagnostics and high-quality engineering handoffs. Focus on reducing ambiguity in ticket intake, diagnosing dashboard and integration issues, and improving support runbooks.

Location: Hybrid (Denver, CO or NYC). Local employees are expected onsite three days a week; Must be based in the US to cover the 8am–8pm US time zone window.

Salary: $75,000 – $90,000

Company

hirify.global helps financial institutions solve identity risk, fraud, and compliance problems by providing a clear picture of their customers.

What you will do

• Serve as the first technical point of contact for support requests, clarifying customer needs through targeted questioning.
• Lead short discovery calls (15–30 minutes) to resolve ambiguity and accelerate triage.
• Collect critical technical evidence, including logs and reproduction steps, for high-quality senior engineer handoffs.
• Directly resolve straightforward product questions and implementation workflows using Zendesk.
• Diagnose issues with APIs and integrations using system tools and debugging methods.
• Identify opportunities to improve macros, runbooks, and automated support responses.

Requirements

• 1–3 years of experience in technical support or customer-facing technical roles.
• Proficiency with APIs, logs, authentication concepts, and basic JavaScript.
• Based in the US to align with the required support window.
• Strong verbal and written communication skills for leading troubleshooting conversations.
• Ability to manage a reactive, high-volume ticket queue with organized documentation.

Nice to have

• Experience with SQL, scripting, or QA processes.
• Background in fraud and compliance for financial institutions.
• Experience creating client-facing Knowledge Base documentation.
• Familiarity with Zendesk or similar ticketing tools.
• Comfortable using AI tools to increase productivity.

Culture & Benefits

• Unlimited PTO and flexible work policy.
• Competitive benefits including 401k with 100% match up to 4%, medical, dental, and vision with HSA/FSA.
• Employee stock options (ISOs) and home office stipend for new hires.
• 16 weeks of paid parental leave for new parents.
• Annual Learning & Development stipend and well-being perks such as ClassPass and Spring Health.
• Hybrid environment with catered lunches in the NYC office.