Technical Support Analyst (Fintech)

TL;DR

Technical Support Analyst (Fintech): Managing technical support requests and troubleshooting complex merchant issues for an AI-native revenue platform with an accent on ERP integrations, payment workflows, and data reconciliation. Focus on resolving high-stakes technical challenges, identifying recurring patterns, and improving merchant experience through proactive education and documentation.

Location: Must be based in the US

Salary: $60,000 – $82,500 + Equity

Company

hirify.global is an AI-native revenue platform that automates the contract-to-cash lifecycle for high-growth finance and accounting teams.

What you will do

• Resolve complex support issues via email, Slack, and chat with fast, clear, and accurate responses.
• Own ticket triage and prioritization, identifying root causes and escalating issues to Engineering when necessary.
• Troubleshoot technical issues related to invoicing, payments, and integrations with platforms like QuickBooks, NetSuite, and Stripe.
• Identify recurring patterns and provide actionable insights to Product and Engineering teams.
• Educate merchants on best practices and contribute to internal documentation to reduce repeated inquiries.
• Collaborate cross-functionally to ensure high-priority issues are addressed efficiently.

Requirements

• 1-5 years of experience in a support, technical support, or customer success role within a SaaS or fintech environment.
• Must be based in the US to support a 24x7 operation.
• Strong technical aptitude with experience troubleshooting API, ERP, or payment-related issues.
• Excellent written and verbal communication skills for explaining complex topics to merchants.
• Experience with ticketing systems like HubSpot, Zendesk, or Pylon.
• Ability to thrive under pressure and manage high ticket volumes.

Nice to have

• Accounting knowledge or experience with ASC 606 compliance.
• SQL or data querying experience.
• Experience working in a fast-paced startup environment.

Culture & Benefits

• Competitive compensation package including equity.
• Unlimited PTO and 12 weeks of parental leave.
• Up to 100% employer-covered healthcare premiums (medical, dental, vision).
• 401k plan and tax-free commuter benefits.
• Free One Medical membership and Employee Assistance Program.
• Lunch provided via Sharebite.