Senior Customer Support Analyst (Fintech)

TL;DR

Senior Customer Support Analyst (Fintech): Providing expert-level functional and technical support for the AxiomSL platform with an accent on troubleshooting complex technical issues and ensuring regulatory compliance. Focus on performing root cause analysis across databases, cloud infrastructure, and server environments.

Location: Hybrid in Mexico City (at least 3 days a week in-office)

Company

hirify.global is a global financial technology company providing regulatory compliance and trading solutions.

What you will do

• Provide expert functional and technical support for AxiomSL products via case management, email, and calls.
• Manage the full lifecycle of customer issues from replication and root cause analysis to resolution.
• Troubleshoot issues related to databases, JVM, networks, cloud infrastructure, and operating systems.
• Collaborate with Engineering and Product Management to resolve complex incidents within SLAs.
• Document solutions and create knowledge base articles to improve internal support processes.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in Technical Support, System Administration, QA, or Software Development.
• Proficiency in SQL and experience with databases like Oracle, PostgreSQL, SQL Server, or MySQL.
• Strong troubleshooting skills in Linux and Windows server environments.
• English proficiency: C1–C2 required for working in global teams.
• Location: Must be based in Mexico City for hybrid office attendance.

Nice to have

• Experience with financial, regulatory, or compliance platforms.
• Knowledge of ISO-9001 processes and incident management frameworks.
• Experience in SaaS or cloud-based environments.

Culture & Benefits

• Competitive rewards package including base pay and short-term incentives.
• Long-term incentives such as equity where applicable.
• Inclusive workplace fostering diverse perspectives and identities.
• Reasonable accommodations provided during the hiring process.