Associate Technical Support Analyst (Fintech)

TL;DR

Associate Technical Support Analyst (Fintech): Providing Tier 2 technical support and incident resolution for merchants and internal teams with an accent on log analysis, API diagnostics, and complex incident management. Focus on identifying technical trends, maintaining knowledge bases, and collaborating with Engineering/SRE teams to validate bug fixes.

Location: Remote (Must be based in Brazil)

Company

hirify.global is a global leader in Open Banking Payments establishing Pay by Bank as the new standard at checkout.

What you will do

• Act as SME for resolving complex incidents and providing Post Incident Review (PIR) support.
• Perform advanced technical support including log analysis and diagnostics for internal and external users.
• Escalate support requests and critical incidents to Tier 3 (Engineering and SRE).
• Proactively identify trends and issues while maintaining a comprehensive log of resolutions.
• Create and maintain knowledge base articles and conduct internal training and knowledge sharing.
• Test and validate bug fixes and provide SME consultancy for new features to the Product team.

Requirements

• Excellent English skills (written and verbal).
• Ability to develop simple solutions using Java or C#, JavaScript, HTML, and database queries.
• Proficiency in making RESTful API calls.
• Ability to debug and investigate technical issues raised by merchants and internal teams.
• Knowledge of AWS Cloud Computing and Salesforce Service Cloud.
• Willingness to work on a rotation including night shifts, weekends, and holidays.

Nice to have

• Knowledge of mobile platforms.
• Previous experience in cloud software development.
• Knowledge of payment services.
• ITIL knowledge and/or certification.

Culture & Benefits

• Comprehensive health and dental plan for employees and dependents with no co-payment.
• Meal and supermarket vouchers, plus a Home Office Allowance.
• Apple equipment provided (Macbook Pro, iPhone).
• English Program featuring online group classes with a private teacher.
• Remote-first culture with flexible hours for candidates based in Brazil.
• Extended maternity and paternity leave and Birthday Off.