Technical Support Team Lead (Fintech)

TL;DR

Technical Support Team Lead (Fintech): Overseeing an Engineering Support team and handling technical escalations with an accent on team mentorship and SLA management. Focus on troubleshooting complex technical cases, designing onboarding processes, and leading RCA documentation for major incidents.

Location: Must be based in Medellin, Colombia

Company

hirify.global is a global payables automation platform and fintech unicorn that helps companies like Amazon and Roblox scale their finance operations.

What you will do

• Lead and mentor the Engineering Support team, including designing onboarding and managing shift schedules.
• Manage ticket prioritization and assignments to ensure SLAs are consistently met.
• Handle high-priority technical escalations and serve as a bridge between engineering, customers, and leadership.
• Maintain hands-on technical involvement (approximately 50%) by solving complex technical tickets.
• Coordinate customer-specific projects and lead the preparation of Root Cause Analysis (RCA) documents.
• Identify process gaps and drive initiatives to improve documentation and operational efficiency.

Requirements

• 3–5 years of experience in Technical Support or a related field.
• At least 2 years of proven leadership experience in a technical support or engineering team, preferably in a SaaS environment.
• Based in Medellin, Colombia.
• Excellent written and verbal communication skills in both English and Spanish.
• Strong technical troubleshooting skills and the ability to perform under pressure.
• Availability to assist with critical Sev 1 issues outside of standard working hours.

Culture & Benefits

• Opportunity to work at a high-growth fintech unicorn with significant funding ($565M).
• Collaborative environment bridging the gap between engineering and global customers.
• Dynamic, fast-paced atmosphere in a Silicon Valley-founded company.