About the role

We are looking for a Technical Support Engineer to strengthen our Engineering and Product Operations function. This role bridges the gap between our clients, third-party partners, and internal product teams. It is designed for individuals who thrive in troubleshooting technical issues, managing backend operational tasks, and ensuring seamless client onboarding through robust support processes.

You will be directly responsible for resolving first-time integration setup issues, troubleshooting export errors, and managing backend operational requirements. By handling these core responsibilities, you will allow our Engineering teams to focus on building and scaling the product, rather than firefighting.

What you'll do

• Manage first-time integration setups for clients, triage and resolve production issues across transaction exports, bank feed exports, and bill exports.
• Take end-to-end ownership of support tickets—from triage to closure—with internal and external stakeholders.
• Analyze system logs, investigate error traces, identify patterns, and determine root causes.
• Engage with clients directly to gather technical context, replicate issues, and collect actionable evidence.
• Document and escalate validated issues clearly for Engineering.
• Liaise with external partners and vendors to troubleshoot and resolve integration issues.
• Provide structured payloads, logs, screenshots, and metadata for debugging.
• Reduce Engineering’s time spent on support tickets and accelerate issue resolution.
• Enhance documentation and visibility into recurring technical and operational challenges.
• Proactively follow up and ensure clear, timely communication with all stakeholders.

What we are looking for

• 1–3 years in technical support, integrations, or backend operations within SaaS or B2B environments.
• Proficiency with SQL (joins, filters, aggregations, debugging).
• Strong competence in reading system/application logs and using log aggregators.
• Solid understanding of RESTful APIs, HTTP status codes, and data formats (JSON, CSV, XML).
• Hands-on with Postman, curl, Linux CLI tools (grep, tail, cat).
• Basic understanding of networking concepts (DNS, VPN, HTTP/S).
• Strong written and verbal communication skills to clearly summarize issues and manage cross-functional collaboration.
• Ability to structure and prioritize issues with clear documentation and status updates.
• Comfort working across functions and with external vendors.
• Prior exposure to technical customer service, backend operational support, or integrations.
• Familiarity with tools like Jira, Slack, Zendesk.

What's in it for you

• Contribute to building the Middle East’s most beloved fintech brand from the ground up
• Benefit from a role with significant ownership and accountability
• Thrive in a flexible hybrid culture with ample work-life balance
• Participate in exciting offsite events
• Competitive salary and equity
• Enjoy additional perks like travel allowances, gym memberships, and more