Technical Support Lead (Fintech)

TL;DR

Technical Support Lead (Fintech/API): Leading the API Support team to resolve technical issues for fintech and digital banking clients with an accent on support processes, triage workflows, and 24x7 incident response. Focus on troubleshooting complex API integrations via SQL and logs, managing support engineers, and improving self-serve capabilities.

Location: Hybrid (New York, NY). Candidates must be located within a commutable distance to the Soho office (in-office 3 days a week).

Salary: $125,000 - $215,000 plus equity

Company

hirify.global is a modern card issuing and processing platform empowering ambitious financial companies to build the future of payments.

What you will do

• Design and implement scalable support processes, including triage, escalation pathways, and tracking SLAs and CSAT.
• Oversee 24/7 incident response procedures to ensure emergency responses within 30 minutes.
• Troubleshoot and resolve complex API integrations by analyzing logs and querying data with SQL.
• Directly manage, coach, and provide career development for mid-level Support Engineers.
• Develop internal training guides and a knowledge base to support team growth.
• Collaborate with Product and Engineering teams to convert support insights into roadmap improvements.

Requirements

• 3+ years of technical client-facing experience, ideally in a high-growth API-first environment.
• Experience managing 2 or more direct reports.
• Hands-on experience with API products; scripting or automation skills are a plus.
• Must be based within a commutable distance to the NYC office in Soho.
• No visa sponsorship or assistance provided.
• Strong understanding of or interest in payments and fintech.

Culture & Benefits

• Unlimited PTO and 12 weeks of fully paid parental leave.
• 4-week fully paid sabbatical earned at the 5-year anniversary.
• Work from anywhere program for up to 4 weeks each year.
• Comprehensive health, vision, and dental insurance with HSA contribution match.
• 401(k) match and commuter benefits for NYC employees.
• Catered lunch every Tuesday and Thursday in the Soho office.