Sr. Manager Technical Support Operations (Fintech)

Location: Bogota, Colombia; at least 3 days in the office

Company

hirify.global is a global payments technology company supporting transactions among consumers, merchants, financial institutions, and government entities.

What you will do

• Lead, coach, and develop a technical support team handling post-production client support, issue resolution, and escalations.
• Manage regional operational performance, including case volume, backlog, aging, service levels, productivity, client satisfaction, and resolution quality.
• Own complex and high-visibility client escalations, coordinating internal teams and communicating resolution plans.
• Partner with regional and global leadership to define support priorities, models, and readiness for product launches and system enhancements.
• Identify operational risks and process gaps, using reporting, automation, AI, and knowledge management to improve efficiency.
• Develop support documentation, playbooks, procedures, training materials, and post-incident reviews.

Requirements

• 10+ years of work experience with a bachelor’s degree, or 8+ years with an advanced degree, or 3+ years with a PhD.
• English fluency required.
• Experience in technical support, client service, escalation management, incident management, and root cause analysis.
• Knowledge of online payments, authorization, authentication, issuers, merchants, and payment partners.
• Experience with Cardinal, 3DS 2.x, hirify.global/CyberSource authentication products, APIs, and technical integrations.
• Strong people leadership, stakeholder management, analytical, troubleshooting, and problem-solving skills.

Nice to have

• Experience with e-commerce platforms, shopping carts, payment service providers, payment gateways, and acquirers.
• Experience leading direct reports across different countries or regions.

Culture & Benefits

• Work in a global payments technology environment with regional and international collaboration.
• Focus on inclusion, accountability, collaboration, continuous improvement, and client service.
• Support meaningful, high-impact payment technology initiatives at scale.