The company has unified payments, payouts, and fintech on one worldwide platform, and we are 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 the company are limitless. We believe in straight talk, quick decisions, strong execution, and elegant solutions. The company 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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Work Conditions: Full-time
Location: Dubai, Dubai, United Arab Emirates (On-site)
Responsibilities:
- Serve as a focal point and source of knowledge for departments within the company and for our clients.
- Share knowledge by advising the Customer Success (CS) department and other internal teams, and keep our knowledge base updated, including creating new articles.
- Manage major and critical production outages: take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external Root Cause Analyses (RCAs).
- Collaborate with business and engineering teams to ensure efficient issue resolution, minimizing further escalations whenever possible.
- Analyze production traffic and locate design gaps through deep-dive analysis of transaction processing, identifying what is missing and what needs to be done.
- Participate in the features development lifecycle, from design to implementation and handover to relevant teams.
- Maintain production quality by coordinating maintenance with the engineering team, providing risk analysis, and enhancing production quality.
Requirements:
- At least 3-5 years of experience in Technical Support Tier 3/Sales Engineer/Escalation customer-facing roles or similar positions within the Customer Success department for B2B.
- Must have experience with APIs (especially REST APIs), SQL, and Postman.
- Strong ability to inspect and diagnose logs.
- Solid understanding of complex system architecture, with in-depth analysis and problem-solving skills.
- A curiosity to provide the best solutions for incoming issues, along with great problem-solving skills.
- Excellent communication skills, a team player mentality, ability to work independently, lead and implement new processes, and multitask effectively.
- Language Requirement: Excellent English (verbal and written) is mandatory.
- Familiarity with Jira and Confluence is an advantage.
- Proven experience in the FinTech industry is an advantage.
