Senior Technical Support Engineer (Fintech)

TL;DR

Senior Technical Support Engineer (Fintech): Managing high-priority escalations and designing long-term solutions for identity risk and fraud platforms with an accent on API troubleshooting and cross-functional collaboration. Focus on solving complex technical edge cases, mentoring junior engineers, and influencing the product roadmap based on customer feedback.

Location: Hybrid (New York, NY). NYC employees are expected to work from HQ Tuesdays through Thursdays.

Salary: $105,000 – $125,000

Company

hirify.global helps financial institutions and fintechs manage fraud, credit, and compliance risk through an identity risk platform.

What you will do

• Lead high-priority and complex support escalations involving multiple internal teams or external partners.
• Design and implement systemic solutions for recurring technical issues to improve product quality.
• Collaborate with Product and Engineering teams to influence the roadmap using data-driven customer feedback.
• Mentor junior and mid-level engineers through coaching and onboarding programs.
• Participate in on-call rotations to resolve urgent customer issues outside standard business hours.

Requirements

• 3+ years of experience in technical support, preferably within a B2B SaaS environment.
• Strong troubleshooting skills with APIs, logs, and developer tools.
• Proficiency with Zendesk, Looker, Postman, or scripting languages such as Python or Bash.
• Experience working cross-functionally with Product and Engineering teams.
• Proven ability to manage high-stakes issues and mentor other team members.
• Must be based in New York, NY for a hybrid work schedule.

Culture & Benefits

• Unlimited PTO and flexible work policy.
• Employee stock options and 401k with 100% match up to 4%.
• Comprehensive medical, dental, and vision plans with HSA and FSA options.
• 16 weeks of paid parental leave for eligible new parents.
• Home office and annual Learning & Development stipends.
• Well-being perks including ClassPass, OneMedical, and Spring Health.