Product Technical Support Analyst II (Banking)

Location: Manila, Philippines; hybrid with three days in-office and two days virtual; night shift

Company

hirify.global delivers financial technology solutions that support payments, banking, and investment services.

What you will do

• Provide expert product support for banking software and resolve client inquiries involving financial transactions, operational controls, compliance, statements, and notices.
• Recreate client issues in test environments, troubleshoot software applications, and recommend corrective actions.
• Ask probing questions to anticipate client needs and investigate problems beyond the available documentation.
• Document customer information, recurring issues, policies, procedures, resolutions, and follow-up actions.
• Analyze issues, including code-level analysis when needed, to identify root causes, bugs, or required system modifications.
• Coordinate with clients, vendors, managers, IT, product development, and cross-functional teams to resolve and escalate issues.

Requirements

• Prior US banking or finance experience; personal banking or mobile banking experience is preferred.
• Experience with credit and debit processing, banking deposits, teller deposits, lending roles, and related applications.
• Strong customer service, communication, problem-solving, research, analytical, and relationship-building skills.
• Ability to work independently, anticipate next steps, research and test solutions, and understand technical knowledge and its functional impact on clients.
• Confidence speaking with customers and willingness to ask for clarification when needed.

Nice to have

• Experience with banking systems.
• Personal banking or mobile banking experience.

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.