Technical Support Engineer (Payments)

Location: Remote in the United States or Canada; sustained availability during PT business hours required

Company

hirify.global provides payment tokenization and payment data infrastructure through secure token vaults, APIs, SDKs, proxies, and orchestration tools.

What you will do

• Serve as the senior decision-maker for Support during PT business hours, handling escalations, judgment calls, and approvals.
• Own incident and maintenance communications, including severity assessment, status page updates, customer notices, and resolution updates.
• Set maintenance windows based on customer traffic and regional load, coordinating timing with Engineering and client-facing teams.
• Coordinate migrations, deprecations, launches, and customer-specific rollouts across Support, Engineering, account management, and sales.
• Debug integrations and network issues using cURL, Postman, logs, and request tracing across hirify.global, customer systems, and payment gateways.
• Drive customer integrations from kickoff to go-live, document investigations, deliver training, meet SLAs, and participate in the weekend on-call rotation every third weekend.

Requirements

• 5+ years of experience in Technical Support, Solutions Engineering, Technical Account Management, or Technical Project Management, including senior or lead experience.
• Experience owning customer-facing incident or maintenance communications.
• Strong internal communication skills and the ability to translate between technical, operational, business, customer, and engineering contexts.
• Autonomous decision-making ability in a support-shift environment.
• Strong command of HTTP, REST APIs, and proxies, with independent debugging skills in DNS, TCP/IP, routing, connectivity, and TLS/SSL handshakes.
• English at C1 level or above and willingness to work PT business hours on a sustained basis.

Nice to have

• Payments experience with acquirers, issuers, gateways, network tokenization, 3DS, PCI-DSS, or SOC 2.
• Ability to read and debug code in Python, Go, Java, or a similar language.
• Computer Science, Engineering, or Math degree.

Culture & Benefits

• Remote full-time position with a collaborative support environment.
• Weekend on-call rotation every third weekend from 8:00–20:00 PT, focused on urgent incidents and time-sensitive requests rather than routine ticket work.
• Support for customer training, documentation, cross-team collaboration, and operational ownership.