Escalation Engineer

The company has unified payments, payouts, and fintech on one worldwide platform, assembling a team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., there are limitless opportunities at the company. The company values straight talk, quick decisions, strong execution, and elegant solutions, offering a work environment where hard work pays off and careers can take off.

Location: Dubai, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time

Responsibilities:

• Serve as a focal point and source of knowledge for departments and clients, advising on customer success and maintaining up-to-date knowledge bases.
• Manage major and critical production outages – troubleshoot, diagnose, resolve technical issues, and prepare internal and external root cause analyses.
• Collaborate with business and engineering teams to ensure efficient issue resolution and minimize further escalations.
• Analyze production traffic, identify design gaps in transaction processing, and assess top-tier client processing approval ratios.
• Participate in the feature development life cycle, from design to implementation and handover to relevant teams.
• Maintain production quality by coordinating maintenance with engineering teams and providing risk analysis.

Requirements:

• At least 3-5 years of experience in a Technical Support Tier 3/Sales Engineer/Escalation customer-facing role within the Customer Success department for B2B.
• Experience with APIs (especially REST APIs), SQL, and Postman.
• Ability to inspect and diagnose logs effectively.
• Strong understanding of complex system architecture, with problem-solving skills and a creative approach to technical solutions.
• Motivated to provide excellent support, with exceptional problem-solving skills and a proactive attitude.
• Team player with strong communication skills, capable of working independently and multitasking.
• Excellent verbal and written English skills are required.
• Familiarity with Jira and Confluence is an advantage.
• Proven experience in the FinTech industry is a plus.