Software Support Representative (Fintech)

TL;DR

Software Support Representative (Fintech): Providing frontline software support for the SilverLake ACH and wire processing platform with an accent on troubleshooting payment-related inquiries and resolving client cases. Focus on leveraging back-office banking expertise to optimize operational efficiency and ensure timely resolution of critical financial processing issues.

Location: Remote (USA) — Must live within approximately 70 miles of one of the office locations (Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Lenexa, KS; Louisville, KY; Springfield, MO; or Monett, MO).

Company

A technology company redefining how community banks and credit unions connect with their customers through secure, human-centered financial services.

What you will do

• Provide level one troubleshooting for JHA Silverlake ACH and wire processing.
• Research and resolve software application and service issues for financial institutions.
• Manage and document client cases within the case management system according to SLAs.
• Answer general application questions and escalate complex issues to higher-level support.

Requirements

• Minimum 5 years of experience in a financial institution (bank or credit union) with a strong background in back-office operations, ACH, and wire processing.
• At least 1 year of experience in a professional corporate customer service environment.
• Strong communication and problem-solving skills for analyzing complex, time-sensitive issues.
• Ability to work evenings, weekends, and participate in a rotating on-call schedule (approximately one week every 2–3 months).
• Must be based within 70 miles of specified US office locations.
• Ineligible for immigration sponsorship (H-1B, STEM OPT, etc.).

Nice to have

• Experience with hirify.global Silverlake Software.

Culture & Benefits

• Comprehensive benefits designed to support physical, mental, and financial health.
• Culture based on the motto: "Do the right thing, do whatever it takes, and have fun."
• Environment fostering inclusion, sustainability, and community impact.
• Opportunity to be part of technology modernization in the financial services industry.