Senior Operation Specialist (Fintech)

TL;DR

Senior Operation Specialist (Fintech): Providing advanced technical support for payment gateway services with an accent on troubleshooting complex API integrations and transaction failures. Focus on mentoring junior staff, collaborating with engineering teams to improve system stability, and ensuring high-quality service delivery for global clients.

Location: Must be based in Shah Alam, Malaysia (I-City)

Company

hirify.global is a global leader in gaming hardware and software, dedicated to revolutionizing the gaming experience through innovation and a gamer-centric culture.

What you will do

• Serve as a subject matter expert for complex technical issues related to payment processing and API integrations.
• Act as a primary escalation point for critical incidents, coordinating with engineering and product teams to minimize service disruptions.
• Mentor and train junior support agents to foster their professional growth and technical expertise.
• Monitor platform performance and stability, proactively identifying potential issues.
• Develop and maintain technical documentation, including knowledge base articles and SOPs.
• Analyze support metrics and customer feedback to drive process improvements and service enhancements.

Requirements

• Bachelor's Degree in Computer Science, IT, or equivalent.
• 3-5 years of experience in technical support or customer service within the fintech or payment processing industry.
• Must be willing to work onsite in I-City, Shah Alam.
• Willingness to work extended hours, including evenings, weekends, or public holidays as needed.
• Proficiency in diagnosing and troubleshooting issues across multiple platforms and protocols.
• Strong leadership and mentoring abilities with excellent communication skills.

Culture & Benefits

• Opportunity to work in a fast-paced, global fintech environment.
• Accelerated professional and personal growth within a gamer-centric culture.
• Exposure to global teams across 5 continents.
• Commitment to an inclusive, diverse, and equal-opportunity workplace.