Tier 1 Support Engineer

TL;DR

Tier 1 Support Engineer: Monitoring systems and resolving technical issues for a behavioral biometrics platform with an accent on log analysis, SQL troubleshooting, and customer communication. Focus on ensuring service continuity, managing incident escalations, and improving self-service documentation for global financial institutions.

Location: Brazil

Company

hirify.global is a leader in behavioral biometrics, using machine learning to analyze digital behavior for fraud prevention in the global financial sector.

What you will do

• Monitor system performance to identify trends and underlying technical issues.
• Investigate, resolve, and escalate priority customer problems.
• Communicate effectively with customers regarding incidents and maintenance activities.
• Collaborate with internal development teams to improve product stability and efficiency.
• Create and enrich tutorial documentation to support self-service capabilities.
• Participate in customer troubleshooting sessions and war room meetings as required.

Requirements

• Portuguese: Native speaker
• English: B2 level or higher
• Spanish: Fluent
• Technical proficiency in monitoring, troubleshooting, and log-reading.
• Experience with SQL.
• Strong customer-facing communication skills.

Nice to have

• Previous experience in a NOC or technical support role.
• Scripting or programming experience.
• Knowledge of customer service principles and practices.

Culture & Benefits

• Opportunity to work with a global leader in behavioral biometrics.
• Exposure to high-impact financial technology and fraud prevention systems.
• Collaborative environment working closely with developers and technical teams.