Technical Support Engineer (Fintech)

Location: On-site in New York City at the Soho office, United States

Salary: $76.8K–$120K annually, plus equity

Company

hirify.global provides an AI operating system for revenue and accounting teams, combining accounting expertise with AI agents and applications to automate revenue workflows with controls, auditability, and human oversight.

What you will do

• Resolve complex technical support issues from merchants through email, Slack, and chat.
• Own ticket triage, prioritization, root-cause analysis, and escalation.
• Troubleshoot invoicing, payment, ERP, integration, and merchant data workflow issues involving tools such as QuickBooks, NetSuite, and Stripe.
• Identify recurring issues and provide actionable insights to Product and Engineering.
• Educate merchants on best practices and collaborate with Customer Success, Engineering, and Contract Operations.
• Create internal documentation and playbooks to improve support processes and prevent repeated issues.

Requirements

• 2–5 years of experience in support, technical support, or customer success, preferably in SaaS or fintech.
• Strong technical troubleshooting skills involving APIs, ERP systems, payment systems, or merchant data.
• Excellent written and verbal communication, with the ability to explain complex topics clearly.
• Experience managing high ticket volume and working with ticketing systems such as HubSpot, Zendesk, or Pylon.
• Ability to work effectively under pressure in a fast-paced technical environment.
• Some out-of-hours coverage is required for the 24/7 SaaS operation.

Nice to have

• Accounting knowledge.
• SQL or data querying experience.
• Experience creating self-service support content.
• Experience in a fast-paced startup environment.

Culture & Benefits

• Full-time, on-site work in the Soho office.
• Competitive compensation with equity.
• Unlimited PTO and parental leave of up to 12 weeks.
• Employer-covered medical, dental, and vision premiums of up to 100%.
• Provided lunch, dinner for later office days, commuter and parking benefits, voluntary insurance, Employee Assistance Program, One Medical membership, and 401(k).