Senior Support Engineer (Fintech)

TL;DR

Senior Support Engineer (Fintech): Managing technical support for a global payments infrastructure with an accent on translating complex technical concepts into merchant-facing solutions. Focus on troubleshooting root causes, collaborating with engineering teams to prioritize roadmaps, and improving the overall support experience through high-quality documentation.

Location: Remote (Must work within the UTC 0 / +1 timezone)

Company

hirify.global is the unified infrastructure for global payments, providing finance and payments teams with the visibility and control to reduce complexity and improve performance from a single platform.

What you will do

• Handle technical support tickets and requests from merchants, ensuring high-quality resolution.
• Translate business requirements into technical solutions and simplify complex concepts for non-technical stakeholders.
• Create and maintain first-class documentation for both merchants and internal teams.
• Act as the Voice of the Customer to influence internal priorities, strategy, and product roadmaps.
• Perform quality assurance, mentor junior team members, and implement internal support frameworks.
• Collaborate with Product, Engineering, Sales, and Success teams to respond to merchant needs.

Requirements

• Previous experience in a customer-facing role with a complex API product, ideally in payments or B2B.
• Ability to read and comprehend code across JavaScript, SQL, Python, React, or TypeScript stacks.
• Expertise in troubleshooting, root cause analysis, and the postmortem process.
• Experience with On-Call and Incident Management processes, including status page updates.
• Strong understanding of software testing and the general development lifecycle (design, development, and deployment).
• Strict requirement to work within the UTC 0 / +1 timezone.

Culture & Benefits

• Remote-first environment with global distribution and access to co-working spaces worldwide.
• Competitive share options and uncapped holiday (minimum 25 days to be taken).
• Annual company retreats and planned workations.
• Generous learning budget and £500 allowance for home office setup.
• Private Medical Insurance and top-tier equipment for the role.

Hiring process

• Initial introductory call with a Talent Partner.
• Interview with the Hiring Manager.
• Role-contextualized technical challenge stage.
• Final values-alignment interview.