Senior Technical Support Engineer (Fintech)

TL;DR

Senior Technical Support Engineer (Fintech): Acting as the deepest technical layer within Customer Support to resolve complex escalations with an accent on root cause analysis through code inspection and database queries. Focus on triaging Jira tickets, reconstructing failure scenarios using logs, and bridging the gap between client issues and Engineering teams.

Location: Remote (US)

Salary: $92,960 – $130,000

Company

hirify.global provides software solutions for loan origination and consumer banking.

What you will do

• Act as the final escalation point for the most complex technical issues, owning resolution end-to-end.
• Perform root cause analysis via log analysis, SQL queries, and source code inspection to triage and deflect Jira tickets.
• Collaborate with Product Management and Engineering to advocate for the prioritization of client-affecting bugs.
• Mentor Tier 1 and Tier 2 analysts to improve the overall technical diagnostic capability of the support team.
• Maintain deep subject matter expertise in LOS, consumer banking, and third-party integration frameworks.
• Participate in emergency on-call rotations for critical production issues.

Requirements

• Must be based in the US.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent hands-on experience.
• 5+ years of experience in technical support, with 2+ years in a Tier 2 or Tier 3 capacity within a SaaS or fintech environment.
• Proficiency in SQL for executing complex diagnostic queries (SQL Server preferred).
• Ability to read and interpret source code in C#, Java, Python, or JavaScript to understand business logic.
• Experience analyzing API payloads, application logs, and event streams to reconstruct failure sequences.

Culture & Benefits

• Full remote work environment.
• Comprehensive insurance coverage (medical, dental, vision, life, and disability).
• 401(k) plan with company match.
• Flexible paid time off and paid holidays.