4 дня назад
Technical Support Specialist (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Specialist (Fintech): Resolving high-level technical escalations and investigating recurring incidents with an accent on root cause analysis, system diagnostics, and data-driven support trends. Focus on partnering with Product and Engineering, mentoring L2 support, optimizing ticket backlogs, and automating analysis with SQL and scripting.
Location: Hybrid in Quito, Ecuador
Company
operates in the fintech sector.
What you will do
- Serve as the final escalation point for complex technical support issues before Engineering involvement.
- Perform root cause analysis of recurring incidents, including deep investigations into software and infrastructure defects.
- Partner with Product and Engineering to communicate bug trends and support product improvements.
- Maintain data standards and analyze support trends to improve visibility into product health.
- Mentor the L2 support tier through documentation and technical training.
- Manage ticket lifecycle and backlog quality to ensure issues are prioritized and actionable.
Requirements
- 3–6 years of experience in high-tier technical support or systems engineering.
- Expertise in log analysis, system diagnostics, and reproducing complex environments.
- Strong analytical and communication skills for translating technical issues between stakeholders and software engineers.
- Experience coaching or training technical peers.
- Proficiency with ITSM tools such as Jira, Zendesk, or ServiceNow, plus SQL/database queries.
- Basic scripting skills in Python, Bash, or PowerShell for automation.
Nice to have
- Experience in fintech or senior technical support.
- Familiarity with Agile methodologies.
- ITIL or a similar service management certification.
Culture & Benefits
- Full-time hybrid work arrangement.
- Company-funded health insurance for employees and immediate family members.
- Life insurance and dental coverage.
- Phone financing, headphones, home office equipment, and wellness perks.
- Individual retirement plan with a 3% contribution.
- 20 vacation days, plus annual co-working travel and professional development perks of $2,000 USD each.
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