Product Technical Support Technician III (Fintech)

Location: Hybrid, at least 2 days per week onsite; candidates must be Cebu-based. The role supports US-based banking and insurance clients in a 24/7 shifting schedule.

Company

hirify.global provides fintech solutions and centralized technical support services for banking and insurance clients.

What you will do

• Provide day-to-day technical support and troubleshoot hardware, software, network, Citrix, VPN, and access-related issues.
• Resolve moderately complex incidents independently and escalate advanced cases to senior peers and specialized teams.
• Support users through calls, chats, and tickets while maintaining clear communication and customer satisfaction.
• Perform user access and identity support, including Active Directory-related tasks and request fulfillment.
• Document, prioritize, track, and update incidents in ServiceNow according to established processes.
• Collaborate during outages and major incidents and contribute to knowledge management and continuous improvement.

Requirements

• At least 3 years of experience in service desk or technical support roles involving end-user troubleshooting and ticket-based work.
• Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN.
• Strong hardware and networking troubleshooting skills.
• Clear communication skills and the ability to explain technical concepts and gather information efficiently.
• Cebu-based and willing to work hybrid, with at least 2 days per week onsite.
• Willingness to work a 24/7 shifting schedule in a production support environment.

Culture & Benefits

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.