FinTech Client Support Analyst

TL;DR

FinTech Client Support Analyst (FinTech): Deliver responsive support for cloud-based IT products used by financial institutions with an accent on incident management, release management, and client communication. Focus on improving IT support operations through continuous improvement and maintaining internal knowledge articles to ensure consistent service quality.

Location: Vilnius, Lithuania (hybrid; at least 3 days a week in-office)

Salary: €2,000–€2,250 gross per month

Company

hirify.global provides financial technology and market infrastructure services.

What you will do

• Provide responsive support for cloud-based IT products used by financial institution clients.
• Handle critical incidents end-to-end and keep clients informed until resolution.
• Follow release management processes to enable smooth deployments and timely client updates.
• Contribute to continuous improvement initiatives to enhance service quality and operational efficiency.
• Create and maintain internal knowledge articles to support team capability and knowledge sharing.

Requirements

• Experience in client support or IT support (or equivalent practical experience).
• Willingness to work afternoon shift hours (15:00–00:00 LT).
• Strong time management and organizational skills with high attention to detail.
• Excellent communication and collaboration skills in a global, matrixed environment.
• English proficiency in written and spoken communication.

Nice to have

• Familiarity with capital markets or financial services.
• Experience with incident management and release management processes.
• Ability to leverage AI tools to enhance productivity and service delivery.

Culture & Benefits

• Hybrid work setup with at least 3 days per week in-office.
• Work from (almost) anywhere up to 20 days per year.
• Annual bonus and annual equity grant; employee stock purchase plan with discounted shares.
• Pension plan with hirify.global contribution; health insurance.
• 6 additional days off per year plus extra vacation based on tenure; paid time off to volunteer.
• Learning and wellbeing support: unlimited access to e-learning platforms, free gym/yoga/pilates classes, and 24/7 mental health support for you and your family.

Hiring process

• Interviews and evaluations focused on support experience, communication, and ability to work the afternoon shift.
• Assessment of fit for incident/release management responsibilities and collaboration in a global environment.