Product Support Associate (Fintech)

TL;DR

Product Support Associate (Fintech): Providing technical and customer assistance for the ActiveDisclosure financial reporting platform with an accent on troubleshooting SaaS application issues and Azure platform configuration. Focus on diagnosing root causes, managing complex client escalations, and validating software builds through UAT and QA processes.

Location: Remote (US). Must be able to work 2nd shift from 3pm - 11pm ET, including flexibility for weekends and holidays

Company

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

What you will do

• Support clients on complex technical issues related to ActiveDisclosure products and services.
• Diagnose, investigate, and resolve software problems within the Azure platform.
• Serve as the primary escalation point for sensitive and complex client technical issues.
• Document and track case histories, issues, and metrics using Salesforce.
• Participate in User Acceptance Testing (UAT) and perform QA verifications for application bugs and new features.
• Improve documentation of support policies and procedures to enhance service delivery.

Requirements

• Must be based in the US and available for the 2nd shift (3pm - 11pm ET)
• 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.
• Basic knowledge of Quality Assurance (QA) processes and Agile development practices.

Nice to have

• Experience supporting SaaS applications.
• Professional background in Financial Services.

Culture & Benefits

• Recognized as one of America's Most Loved Workplaces for five consecutive years.
• Competitive compensation and comprehensive benefits package.
• Flexible workplace environment promoting total employee well-being.
• Opportunities for professional growth within a values-driven organization.