Technical Support Analyst

TL;DR

Technical Support Analyst (Linux/Fraud Detection): Supporting enterprise customers and mission-critical fraud detection systems across cloud and on-premises environments with an accent on technical diagnosis, production reliability, and customer communication. Focus on investigating complex application, database, infrastructure, and networking issues, analyzing logs and data flows, and coordinating fixes with engineering and QA.

Location: Hybrid position in Bogota, Colombia; office attendance expectations will be confirmed by the hiring manager.

Company

hirify.global is a global payments technology company, with Featurespace providing software that protects financial institutions and their customers from fraud attacks.

What you will do

• Act as the primary technical contact for enterprise customers in the Americas after deployment.
• Manage support requests through calls, tickets, and email while communicating case progress and resolution timelines.
• Diagnose application, database, infrastructure, and Linux-based system issues using shell tools and scripts.
• Analyze logs, configurations, and data flows to identify root causes in live fraud detection environments.
• Collaborate with engineering and QA to resolve issues and deploy fixes efficiently.
• Maintain deployment-specific documentation and contribute to support process and tooling improvements.

Requirements

• At least 2 years of work experience with a Bachelor's or advanced degree; 3+ years is preferred.
• Proficiency in Linux command-line tools, shell scripting, and log analysis.
• Experience with SQL or NoSQL databases, database architecture, networking concepts, and performance testing.
• Familiarity with cloud platforms such as AWS or Azure.
• Fluent English and Spanish, written and verbal, are required.
• Strong problem-solving, communication, customer-facing, and production support skills; programming knowledge in Java or Python is preferred.

Culture & Benefits

• Hybrid work environment with customer-facing collaboration across the Americas.
• Fast-track learning program covering Featurespace products and customer deployments.
• Opportunity to support systems protecting millions of payment transactions from fraud.
• Collaborative work with engineering, QA, software architects, and business stakeholders.
• Work on projects that improve internal processes and support tooling.