Rapyd has unified payments, payouts, and fintech on one worldwide platform. 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, Dubai, United Arab Emirates
Work Conditions: On-site, Full-time
Responsibilities:
- Serve as a focal point and source of knowledge for departments in the company and for our clients.
- Share knowledge as a point of advice for the Customer Success department and other internal teams, while keeping the knowledge base up to date, including creating new articles.
- Manage major and critical production outages; take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
- Work closely with business and engineering teams to ensure efficient issue resolution, moving towards the most suitable solutions, and minimizing further escalations.
- Analyze production traffic and locate design gaps through deep-dive analysis of transaction processing by our clients with our partners, comprehending what is missing and what needs to be done.
- Participate in the features development life cycle from design to implementation and handover to relevant teams.
- Maintain production quality by coordinating maintenance in production with the engineering team, providing risk analysis, and consistently 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 in the Customer Success department for B2B.
- Experience with APIs (especially REST APIs), SQL, and Postman.
- Experience with inspecting and diagnosing logs.
- Strong ability to understand complex system architecture, perform in-depth analysis, and provide creative technical solutions.
- Motivated to deliver the best for each incoming issue, with excellent problem-solving skills.
- Strong communication skills, ability to work independently, lead and implement new processes, and multitask effectively.
- Excellent English (verbal and written).
Language Requirements: Excellent proficiency in English.
Preferred Qualifications:
- Familiarity with Jira and Confluence.
- Proven experience in the FinTech industry.
