Technical Support Engineer (Fintech)

TL;DR

Technical Support Engineer (Fintech): Managing technical support for an AI-native revenue platform with an accent on troubleshooting ERP integrations and payment workflows. Focus on resolving complex data mismatches, debugging payment failures, and optimizing merchant onboarding through documentation.

Location: On-site in New York City (Soho office)

Salary: $76.8K – $105.6K + Equity

Company

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

What you will do

• Resolve complex technical support issues from merchants via email, Slack, and chat.
• Own ticket triage and prioritization, identifying root causes and escalating to Engineering or Product.
• Troubleshoot issues related to invoicing, payments, and integrations with QuickBooks, NetSuite, and Stripe.
• Analyze recurring issue patterns to provide actionable insights for product improvements.
• Create internal documentation and merchant playbooks to reduce ticket volume.
• Collaborate with Customer Success and Contract Operations to ensure high-priority issue resolution.

Requirements

• 3-5 years of experience in technical support or customer success within SaaS or Fintech.
• Must be based in New York City (On-site).
• Technical aptitude in troubleshooting APIs, ERP systems, or payment gateways.
• Ability to manage high ticket volumes under pressure in a fast-paced environment.
• Excellent written and verbal communication skills.
• Availability for some out-of-hours coverage for 24x7 operations.

Nice to have

• Knowledge of accounting principles.
• Experience with SQL or data querying.
• Proficiency with ticketing systems like HubSpot, Zendesk, or Pylon.

Culture & Benefits

• Competitive salary and equity.
• Unlimited PTO and parental leave (up to 12 weeks).
• Comprehensive healthcare (medical, dental, vision) with up to 100% employer coverage.
• Daily lunch provided via Sharebite and dinner for late office days.
• 401k, tax-free commuter/parking benefits, and Employee Assistance Program.
• Free One Medical Membership.