Technical Support Specialist (Fintech)

Location: Remote

Company

hirify.global is a fintech company providing embedded payments infrastructure and monetization tools for vertical software platforms through a developer-friendly API and low-code payment components.

What you will do

• Handle incoming technical support cases across tickets and Slack, resolving Tier 1 and Tier 2 configuration, integration, and how-to issues.
• Investigate payment issues using product documentation, account and paypoint configurations, internal tools, API responses, logs, and webhook payloads.
• Define vague customer reports through expected and actual behavior, reproduction steps, timelines, and impact scope.
• Escalate well-documented issues to the Technical Support Manager and Engineering with transaction details, payloads, logs, environments, and reproduction steps.
• Partner with Success, Support, Onboarding, Risk, Compliance, and Operations teams to coordinate customer issue resolution.
• Identify recurring problems, improve documentation and troubleshooting processes, and share customer feedback with internal teams.

Requirements

• 2+ years of experience in technical support, implementation, or Tier 2 support, ideally in payments, fintech, or an API-first company.
• Practical experience with REST APIs, status codes, JSON responses, logs, and webhook payloads.
• Ability to trace issues across systems and use internal tools and dashboards to verify behavior.
• Working knowledge of payment concepts such as authorization and capture, ACH, settlement, chargebacks, and returns, or the ability to learn them quickly.
• Experience working with engineers and providing the technical detail required for investigation.
• Excellent written communication, customer-first judgment, and the ability to remain calm under pressure.

Nice to have

• Direct experience with payment platforms, gateways, or processors.
• Familiarity with Postman, observability and logging platforms, and support tooling.
• Experience with Confluence or similar documentation tools.
• Experience with Fin, Jira, or Zendesk.

Culture & Benefits

• Values-driven environment focused on customers, partners, curiosity, accountability, and detailed problem solving.
• Competitive salary and stock options with potential for additional equity as the company grows.
• Flexible PTO and paid parental leave.
• Medical, dental, and vision insurance.
• 401K, HSA, and pre-tax savings programs.