Merchant Technical Support - Jr Manager (Fintech)

Location: Jakarta, Indonesia

Company

hirify.global provides payment infrastructure, APIs, eCommerce integrations, disbursement, KYC, and fraud-prevention solutions for businesses across Southeast Asia, with expansion into Greater China and LATAM.

What you will do

• Lead complex merchant technical escalations through structured investigation, troubleshooting, root cause analysis, and resolution across multiple systems and teams.
• Coordinate incident response with Engineering, Product, and Operations, ensuring clear communication, prioritization, and customer-impact mitigation.
• Identify recurring technical and operational issues, translate findings into improvement opportunities, and drive permanent preventive fixes.
• Establish troubleshooting frameworks, escalation criteria, diagnostic methods, documentation, and knowledge-sharing practices for stronger L2 support.
• Lead automation, self-service, tooling, and scalable process improvements that reduce manual intervention and operational dependency.
• Coach team members, develop technical capability, advise customer-facing teams, and represent merchant pain points in product and engineering discussions.

Requirements

• 5+ years of experience in technical support, product support, software engineering, solutions engineering, or a related technical domain.
• Experience leading people, teams, or complex technical and operational programs, including coaching, performance management, and accountability.
• Strong understanding of software products and systems, including APIs, integrations, databases, scripting, automation, troubleshooting, or software development.
• Strong experience with structured troubleshooting, root cause analysis, incident investigation, and scalable issue prevention.
• Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
• Ability to prioritize customer impact, business needs, and operational risks in a fast-paced environment.

Nice to have

• Experience in fintech, payments, banking, SaaS, or another technology-driven industry.
• Background as a Product Manager, Technical Lead, Software Engineer Lead, or Solutions Engineer Lead.
• Hands-on experience with automation, scripting, API integration, data analysis, or software development.
• Experience building technical support functions, L2 support models, incident management processes, escalation frameworks, or knowledge bases.
• Experience working with merchants, partners, or enterprise customers and driving measurable operational improvements.

Culture & Benefits

• Cross-functional collaboration across Operations, Product, Engineering, Partnerships, and customer-facing teams.
• Focus on customer trust, operational efficiency, continuous improvement, and scalable solutions.
• Use of operational and customer data to prioritize improvements and measure impact through resolution time, productivity, escalation rate, ticket volume, and customer experience.