Technical Support Engineer II (Fintech)

TL;DR

Technical Support Engineer II (Fintech): Bridging the gap between customers, care, and engineering teams to resolve technical defects and unexpected platform behavior with an accent on technical communication and incident triage. Focus on troubleshooting escalated API and database issues, managing queue health, and translating customer experiences into actionable engineering tickets.

Location: Hybrid in Buenos Aires, Argentina

Company

hirify.global is the world’s most powerful community for good, dedicated to helping people help each other through a global fundraising platform.

What you will do

• Own the customer experience regarding platform defects and unexpected behavior for specific personas.
• Triage and prioritize defects in collaboration with cross-functional partners and engineering teams.
• Resolve deeply technical escalated cases and provide coaching to Level I Support Engineers.
• Create detailed JIRA tickets including API values, error logs from Coralogix and Bugsnag, and clear reproduction steps.
• Maintain internal technical documentation and participate in scrum meetings to align on product improvements.

Requirements

• 2+ years of experience in technical support engineering.
• Proficiency with SQL, APIs, Postman, Jira, Github, and observability platforms.
• Experience in enterprise-level customer service.
• Excellent oral and written communication skills for translating technical concepts to non-technical stakeholders.
• Must be located in Buenos Aires, Argentina to support a hybrid work environment.

Nice to have

• Strong familiarity with or interest in the nonprofit community.

Culture & Benefits

• Mission-driven organization focused on making a positive difference in millions of lives.
• Competitive pay and comprehensive healthcare benefits.
• Financial assistance for hybrid work and family planning.
• Generous parental leave, flexible time-off policies, and mental health resources.
• Access to learning, development, and recognition programs to foster career growth.