Premium Services Customer Enablement Lead

TL;DR

Premium Services Customer Enablement Lead: Provide tactical and strategic oversight of customer engagement health and Support experience for strategic banking customers with an accent on Level 2/3 incident resolution, root cause analysis, and scalable support models. Focus on troubleshooting complex core banking issues, optimizing SQL and database performance, and partnering with Engineering and Product to deliver permanent fixes while supporting global stakeholders across time zones.

Location: Austin, TX

Company

hirify.global provides digital banking and lending solutions for banks, credit unions, alternative finance companies, and fintechs.

What you will do

• Provide Level 2/3 support for core U.S. banking applications, including incident resolution and root cause analysis.
• Troubleshoot complex issues across product configurations, code defects, networking, third-party integrations, and database modifications.
• Optimize SQL and PS Queries and fine-tune database scripts to improve reporting and performance.
• Collaborate with Engineering and Product to analyze bugs and develop permanent fixes for the core banking solution.
• Design and implement scalable support models and recommend architectural improvements for long-term maintainability.
• Mentor support team members, produce technical documentation, and support executive-level escalations with urgency.

Requirements

• English: fluent written and oral communication required
• Minimum 8+ years of experience in application support (or 6+ years with a relevant master’s degree).
• Extensive experience supporting digital banking systems and/or working with vendors such as FIS, Fiserv, or Jack Henry.
• Strong hands-on and architectural expertise in SQL, log analysis, and database error debugging.
• Advanced experience with Python and Shell scripting (and other scripting languages).
• Work authorization in the U.S. required; unable to sponsor or take over sponsorship of an employment visa

Culture & Benefits

• Hybrid work opportunities and flexible time off.
• Health and wellness benefits, including competitive health insurance and generous paid parental leave for eligible new parents.
• Career development and mentoring programs.
• Community volunteering and employee peer recognition programs.