Support Engineer, Risk and Payments APIs — Remote (United Arab Emirates)

Location and working arrangements

Applicant eligibility: United Arab Emirates

• Vacancy-wide (no geographic assertion): Remote

Overview

Own technical and functional support for customers using a risk and payments platform. This position sits between engineering, customer success and external users, providing continuity from the first report of a problem through investigation and resolution. You will develop detailed product knowledge and apply it to API, SDK and integration issues across customer environments.

Requirements

• Applicants need at least five years in technical support, solutions engineering or software engineering, with fluent English and strong communication under pressure.
• SQL, REST API and web-technology knowledge are required, along with experience supporting B2B SaaS products or working in fintech or compliance environments.

Responsibilities

• Understand requests arriving through email, chat or calls, establish their priority and investigate the underlying behavior.
• Use knowledge of web systems, cloud infrastructure and data to diagnose difficult cases.
• Coordinate with customers and third-party providers when their systems form part of the problem, and escalate to developers with enough detail to support efficient action.
• Document troubleshooting steps and reusable solutions for internal and customer knowledge bases.
• Create tools and improve processes that help users resolve common problems independently.
• Share recurring defects and customer needs with product and engineering, advocating for changes that improve the support experience and reduce preventable issues.

Conditions

• This full-time fully remote role requires a home base in the United Arab Emirates.

Tech stack

• SQL
• REST APIs
• Postman