Director, Application Support (Fintech)

Location: US Remote; candidates must be eligible to work in the US for full-time employment.

Salary: $156,000–$195,000 annually.

Company

hirify.global provides a digital sales and service platform for U.S. banks and credit unions, combining onboarding, digital banking, data, and marketing solutions in a SaaS platform.

What you will do

• Lead the Application Support function through front-line managers and distributed engineer teams.
• Translate the Support Excellence strategy into operational goals, priorities, metrics, and execution plans.
• Own support KPIs such as first response time, backlog age, severity incident MTTR, CSAT, and CES.
• Establish operating rhythms for queue management, SLA monitoring, incident reviews, backlog hygiene, and on-call coverage.
• Lead escalations, crisis communications, disciplined severity processes, and post-incident reviews for complex client issues.
• Partner with Product, Engineering, Release Management, InfoSec, Client Care, and other stakeholders on defects, releases, governance, and stability improvements.

Requirements

• 10+ years of experience in B2B application or technical support for complex, distributed SaaS applications.
• 5+ years of direct experience leading managers or multi-team operations in a high-volume support or technical operations environment.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, or equivalent practical experience.
• Experience with n-tier, API-driven, or cloud architectures, including technologies such as C#, SQL Server, IIS, and web services/APIs.
• Strong experience with metrics-driven operations, incident management, crisis leadership, executive communication, and stakeholder management.
• Experience using ServiceNow or similar ITSM platforms together with Jira, Confluence, or equivalent tools.

Nice to have

• Experience in FinTech, BankTech, or financial services, including online banking workflows and partner integrations.
• ITIL or similar service management knowledge or certification.
• Experience with workforce planning, forecasting, performance management, and large-scale support process or tooling transformations.
• Master’s degree or advanced leadership or technical certifications.

Culture & Benefits

• Remote-first work environment within the US.
• Unlimited paid time off.
• 401(k) plan with employer match.
• Diverse and inclusive workplace.
• Employment sponsorship is not available.