L1 Support Associate (Fintech)

TL;DR

L1 Support Associate (SaaS/Fintech): Providing technical assistance for the ActiveDisclosure platform with an accent on troubleshooting cloud-based financial reporting software and Azure integration. Focus on diagnosing complex technical issues, conducting UAT for application bugs, and maintaining client satisfaction within SLA timeframes.

Location: Remote (Must be based in the US)

Company

hirify.global (DFIN) provides software and services that enable clients to communicate with confidence in complex regulatory environments, specializing in financial reporting and capital markets transactions.

What you will do

• Support clients with complex technical issues related to ActiveDisclosure products and services.
• Diagnose and resolve software problems specifically within the Azure platform.
• Document and track case histories, issues, and metrics using Salesforce.
• Participate in user acceptance testing (UAT) for application bugs and new feature validations.
• Perform build/deployment QA verifications against the Product Environment.
• Contribute to the improvement of support policies and procedures documentation.

Requirements

• Location: Must be based in the US
• 2+ years of hands-on experience in software or application support.
• Strong knowledge of macOS and Windows operating systems.
• Proficiency in Microsoft Office (Word, Excel, Access, Outlook) and SharePoint.
• Foundational understanding of databases, internet technologies, and XML.
• Flexibility to work weekends and holidays.

Nice to have

• Experience supporting SaaS applications.
• Background in Financial Services.
• Basic knowledge of Quality Assurance (QA) processes and methodologies.

Culture & Benefits

• Competitive compensation and comprehensive benefits package.
• Flexible workplace environment with a focus on total employee well-being.
• Professional growth opportunities within a values-driven organization.
• Recognized as one of America's Most Loved Workplaces.