Customer IT Support Specialist (Fintech)

TL;DR

Customer IT Support Specialist (Fintech): Managing technical support and incident response for financial products with an accent on coordinating cross-functional teams and ensuring system reliability. Focus on resolving critical production incidents, monitoring high-load infrastructure, and conducting post-incident root cause analysis.

Location: Remote (Worldwide). Relocation support is available to hubs in Colombia, Georgia, and Serbia.

Company

hirify.global is a fintech company focused on delivering innovative and revolutionary financial products.

What you will do

• Coordinate the full incident response lifecycle from detection to final resolution.
• Classify, prioritize, and escalate critical incidents to the appropriate technical teams.
• Drive cross-team collaboration to resolve production issues as quickly as possible.
• Monitor the health and stability of critical company services and infrastructure.
• Keep internal stakeholders updated on the progress and status of ongoing incidents.
• Organize post-incident reviews to identify root causes and improve future response strategies.

Requirements

• 2+ years of experience handling significant incidents in a high-load production environment.
• 3+ years of experience in customer-facing support, product, or service delivery roles.
• Ability to coordinate multiple technical teams simultaneously.
• Deep understanding of how large-scale IT systems interact.
• English: B1 or higher required for communication with an international team.
• Strong sense of responsibility and self-organization.

Nice to have

• Experience with Public Cloud, Microservices, and monitoring systems.
• Technical knowledge of AWS, Kubernetes, PostgreSQL, Docker, Linux, or Kafka.
• Experience with ITSM or incident management platforms like incidents.io, Rootly, or FireHydrant.
• Experience building monitoring processes, including alert configurations and dashboards.

Culture & Benefits

• Relocation support to Colombia, Georgia, or Serbia for the employee and their family.
• Flexible work options: remote or from one of the company offices.
• Comprehensive healthcare coverage.
• Education budget for language lessons, professional training, and certifications.
• Wellness budget for mental health and fitness activities.
• Vacation policy including 20 days of annual leave and paid sick leave.