Support Lead (Fintech)

Location: Worldwide; fully remote, office-based, or hybrid work options are available.

Salary: EUR 1,400–2,800 gross per month. An additional annual bonus of up to EUR 1,000 per month may be available depending on expertise and participation in company activities.

Company

hirify.global is a pre-IPO software development company providing full-cycle digital solutions across FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, and eCommerce.

What you will do

• Build and own the L1 support function for the UCL BAU Support workstream, initially covering L1 duties personally during defined working hours.
• Define and document incident intake, triage, escalation, ITIL-based support, and on-call procedures.
• Create runbooks, escalation matrices, and a knowledge base for support operations.
• Design the roadmap for scaling from single-person coverage to a 24/7 shift-based support team, including hiring and scheduling.
• Establish monitoring and alerting practices with the infrastructure team and track recurring incidents for continuous improvement.
• Coordinate with Project Management, Architecture, Security, DevOps, and DBA stakeholders while reporting KPI and SLA performance.

Requirements

• 3+ years of experience in L1 technical support, NOC, or service desk roles, including shift-based or on-call work.
• Knowledge of AWS fundamentals, including EC2, monitoring and logging services, and IAM, plus Linux administration.
• Experience with incident management and ticketing tools such as Jira Service Management or similar ITSM platforms.
• Ability to create and maintain runbooks, escalation matrices, and support documentation.
• Understanding of ITIL incident, problem, and change management processes.
• Upper-Intermediate English or higher and willingness to cover defined support hours before team expansion.

Nice to have

• Experience with payment systems or PSP integrations.
• Experience building or scaling a support team from scratch.
• Familiarity with CloudWatch, CloudTrail, Security Hub, KMS, SFTP, or OpenSSH.
• Exposure to PCI DSS or ISO 27001 and experience defining SLA/OLA frameworks.

Culture & Benefits

• Work fully remotely, from an office, or in a hybrid format.
• Professional mentoring, onboarding, and career development opportunities.
• Access to a continuously updated corporate training portal.
• Compensation for certifications such as AWS and PMP.
• Private health insurance and sports compensation depending on the employment type.
• Referral program and company social activities.