Technical Support Analyst (Fintech)

Location: Tokyo, Japan; hybrid work with at least 3 days per week in the office

Company

hirify.global operates a regulatory and financial platform supported by client services, product, engineering, infrastructure, and DevOps teams.

What you will do

• Provide expert functional support by diagnosing and resolving client platform issues through case management, video, and phone.
• Own client cases from first contact through resolution and lead client meetings to gather requirements.
• Document technical issues, solutions, guidance, best practices, and workarounds.
• Troubleshoot operating system, network, cloud environment, and hosted-platform infrastructure issues.
• Coordinate with Product, Engineering, Infrastructure, and DevOps teams to escalate and resolve complex incidents.
• Build product expertise through certification and ongoing learning.

Requirements

• 3–4+ years of experience in client-facing technical support or technical analysis.
• Experience leading client meetings, gathering requirements, and translating technical issues into actionable solutions.
• Strong analytical skills, including application log review and platform or infrastructure troubleshooting.
• Experience with structured incident management frameworks such as ITIL and service-level commitments.
• Professional and collaborative communication skills for global, cross-functional environments.
• Availability to work in the Tokyo office at least 3 days per week

Nice to have

• Experience with financial technology, regulatory reporting, or capital markets platforms.
• Familiarity with cloud-hosted environments and enterprise infrastructure.
• Experience troubleshooting Oracle, PostgreSQL, and Microsoft SQL Server databases.
• Understanding of Linux operations, JVM configuration, performance tuning, and debugging.
• Flexibility to support rotating shifts across global time zones.

Culture & Benefits

• Hybrid work environment with office accessibility in Tokyo.
• Competitive rewards package supporting employees' and, where applicable, their families' financial, physical, and emotional well-being.
• Structured job architecture and career framework with transparent growth opportunities.
• Inclusive workplace welcoming diverse backgrounds and identities.
• Reasonable accommodation is provided for individuals with disabilities throughout the hiring process.