Technical Support Engineer II (Fintech)

TL;DR

Technical Support Engineer II (Fintech): Managing front-line technical support triage and discovery for a financial identity risk platform with an accent on API troubleshooting, log analysis, and customer communication. Focus on resolving well-defined support workflows, conducting effective discovery calls, and preparing high-quality handoffs for senior engineering teams.

Location: Must be based in London, UK. The role operates in a hybrid environment requiring onsite attendance three days a week.

Company

hirify.global provides identity risk management solutions for financial institutions and fintechs to combat fraud and streamline compliance.

What you will do

• Serve as the primary technical point of contact for incoming support requests, ensuring rapid response and clear issue definition.
• Conduct 15–30 minute discovery calls with customers to clarify complex issues when written communication is insufficient.
• Gather and document technical evidence including logs, configuration details, and reproduction steps for senior engineering handoffs.
• Resolve straightforward product questions, technical clarifications, and implementation tasks directly.
• Diagnose issues across dashboards, APIs, and integrations using system tools and debugging methods.
• Identify patterns in the support queue to improve internal macros, runbooks, and automated response quality.

Requirements

• 1–3 years of experience in technical support, customer success, or a similar customer-facing technical role.
• Proficiency with APIs, logs, and authentication concepts, including the ability to read basic JavaScript.
• Excellent communication skills (oral and written) for leading troubleshooting conversations.
• Ability to work within an 8am–8pm US time zone window for queue coverage.
• Strong organizational skills to manage a reactive environment and maintain accurate ticket hygiene.

Nice to have

• Experience with SaaS implementation or onboarding workflows.
• Familiarity with SQL, scripting, or QA processes.
• Experience in fraud and compliance for financial institutions.
• Familiarity with Zendesk or similar ticketing tools.
• Experience using AI tools to enhance productivity.

Culture & Benefits

• Unlimited holiday and flexible work policy.
• Private health and dental care.
• Annual £900 learning and development stipend.
• Equity plan and uncapped commissions.
• 16 weeks of parental leave at up to 100% compensation.
• Home office stipend for new employees.