Support Engineer III/ Care Advisor (Fintech)

Location: Virtual, Serbia

Company

hirify.global develops API-first digital banking, account opening, and branch solutions for financial institutions.

What you will do

• Manage assigned customer accounts and software support relationships across enterprise banking products.
• Transition new customers from Professional Services to Software Support and maintain customer-specific procedures and escalation documentation.
• Lead critical customer escalations, coordinate cross-functional resources, and provide timely status updates.
• Develop and execute action plans for Priority 1 incidents and coordinate Post-Incident and Post-Escalation Reviews.
• Track customer issues, lead recurring status meetings, and ensure support commitments and Operational Level Agreements are met.
• Partner with Sales and internal stakeholders on customer business reviews, reporting, satisfaction, and NPS objectives.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or equivalent related experience.
• 5+ years of experience in Technical Account Management, Software Support, Customer Success, Incident Management, IT Operations, or a related customer-facing technical role.
• Experience supporting enterprise software applications in complex technical environments.
• Experience managing customer escalations, critical incidents, and cross-functional teams through resolution.
• Strong knowledge of incident management, problem management, customer support practices, SLAs, or OLAs.
• Ability to participate in a 24x7 on-call rotation and work outside standard business hours when required; willingness to travel up to 10%.

Nice to have

• Experience in financial services, banking technology, payments, or other regulated industries.
• ITIL Foundation certification or equivalent experience.
• Experience with SaaS, cloud-based, or enterprise software solutions.
• Familiarity with support ticketing systems, service management platforms, and CRM tools.

Culture & Benefits

• Customer-focused work with financial institutions ranging from multinational organizations to community banks.
• Cross-functional collaboration across Software Support, Sales, Professional Services, and other internal teams.
• Virtual work arrangement with flexibility to support critical customer issues outside standard business hours.
• Opportunity to work on digital banking solutions built with data, automation, cloud technologies, and API-first architecture.