About the Job:
Rapyd has unified payments, payouts, and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless. We believe in straight talk, quick decisions, strong execution, and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.
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Location: Dubai, United Arab Emirates (On-site)
Job Type: Full-time
Responsibilities:
- Serve as a focal point and source of knowledge for departments and clients.
- Share knowledge with the Customer Success department and other internal teams while updating the knowledge base, including creating new articles.
- Manage major and critical production outages, taking ownership to troubleshoot, diagnose, and resolve technical issues, and prepare internal and external root cause analyses (RCAs).
- Collaborate with business and engineering teams to ensure efficient issue resolution and minimize further escalations.
- Analyze production traffic to locate design gaps, perform in-depth analysis of transaction processing, and identify necessary actions.
- Participate in the feature development life cycle from design to implementation and handover to relevant teams.
- Work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and enhance production quality.
Requirements:
- At least 3-5 years of experience in Technical Support Tier 3/Sales Engineer/Escalation customer-facing or similar roles in the Customer Success department for B2B (essential).
- Experience with APIs (especially REST APIs), SQL, and Postman (essential).
- Proficiency in inspecting and diagnosing logs (essential).
- Strong ability to understand complex system architecture, perform in-depth analysis, problem-solve, and provide creative technical solutions (essential).
- A curious, motivated individual with a strong desire to provide the best service for each incoming issue and excellent problem-solving skills (essential).
- A team player with a strong can-do mentality and great communication skills, able to work independently and multitask (essential).
- Excellent English verbal and written skills (essential).
- Familiarity with Jira and Confluence is an advantage.
- Proven experience in the FinTech industry is an advantage.
