Senior Support Engineer (Fintech)

TL;DR

Senior Support Engineer (Fintech): Providing high-level technical support and advocacy for a global payments infrastructure platform with an accent on API troubleshooting, incident management, and merchant communication. Focus on translating complex technical requirements into solutions, mentoring team members, and representing the voice of the customer to internal product and engineering teams.

Location: Must be based in Singapore or the Philippines, with a requirement to work UTC 7–9 timezone.

Company

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

What you will do

• Advocate for support priorities, strategy, and roadmaps internally.
• Handle complex merchant tickets and translate business requirements into technical solutions.
• Create high-quality documentation for both internal teams and external merchants.
• Conduct quality assurance and mentor junior team members.
• Represent the voice of the customer to Product, Engineering, and Sales teams.
• Engage directly with customers via video calls to resolve technical issues.

Requirements

• Must be based in Singapore or the Philippines.
• Must be available to work UTC 7–9 timezone.
• Experience in a customer-facing role with complex API products, ideally in payments or B2B.
• Expertise in troubleshooting, root cause analysis, and incident management processes.
• Understanding of the full software development lifecycle including testing and infrastructure.
• Ability to read and comprehend code in JavaScript, SQL, Python, React, or TypeScript.

Nice to have

• Experience drafting status page updates.
• Background in scaling environments with shifting priorities.

Culture & Benefits

• Remote-first culture with global distribution.
• Uncapped holiday policy with a 25-day minimum.
• Annual company retreat and workations.
• £500 home office setup allowance.
• Private medical insurance and generous learning budget.

Hiring process

• Initial intro call with a Talent Partner.
• Interview with the Hiring Manager.
• Contextualized challenge stage.
• Final values-alignment interview.