Principal Technical Support Engineer (Identity Verification)

TL;DR

Principal Technical Support Engineer (Identity Verification): Investigating and resolving complex escalated customer issues across APIs, SDKs, logs, databases, and cloud services with an accent on root-cause analysis, product behavior, and clear technical communication. Focus on validating API payloads, analyzing distributed application failures, collaborating with Engineering and Data Science, and driving product improvements through support insights.

Location: Remote from Spain; an in-person meeting is included in the hiring process.

Company

hirify.global develops digital identity verification, biometric authentication, fraud prevention, and mobile deposit products for organizations worldwide.

What you will do

• Monitor escalated support queues and provide timely status updates and resolutions.
• Investigate complex product issues using API payload validation, request and response analysis, application logs, database queries, and code review where applicable.
• Collaborate with Engineering and Data Science to identify root causes and document resolutions and product enhancements.
• Mentor Tier 2 Customer Support by documenting recurring issues and effective resolutions.
• Recommend improvements to customer-facing documentation and report ticket trends to Product Management and Engineering leadership.

Requirements

• 4+ years of experience in Tier 3 technical support, solutions engineering, or application development in a SaaS, cybersecurity, fintech, or fraud prevention environment.
• Working knowledge of GitHub, Postman, REST APIs, JSON schemas, Java, Go, SDKs, JavaScript, web technologies, and webhooks.
• Experience with certificate management, SQL or NoSQL databases, application logs, gRPC, protocol buffers, and AWS services including ECS, EKS, S3, Lambda, JMS, and API Gateway.
• Strong independent problem-solving skills and the ability to escalate issues appropriately.
• Excellent written and spoken English for communication with global customers and internal partners.

Nice to have

• Experience with identity verification standards, device fingerprinting, behavioral biometrics, or risk-scoring logic.
• Snowflake, Tableau, C++, machine learning principles, or Agile methodologies.

Culture & Benefits

• Remote-first work model with flexibility to work from home or a hirify.global office.
• Healthcare options, retirement or pension contributions, stock plan participation, and life and disability coverage.
• Generous annual leave, company holidays, and volunteer time off.
• E-learning access, tuition reimbursement, hackathons, and a home office setup allowance.
• Additional benefits may include pet insurance, identity theft protection, and legal assistance; offerings vary by geographic location.

Hiring process

• The process includes an in-person meeting.