Escalation Engineer - Dubai

Description

Responsibilities

• Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge by being a point of advice for the CS department and other internal teams, and work on keeping our KB 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, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
• Analyze production traffic and locate design gaps – deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
• Participate in the features development life cycle – starting from the design to the implementation method, and the handover to the relevant teams.
• Maintain production quality – work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.

Requirements

• At least 3-5 years of experience in Technical Support Tier 3/Sales Engineer/Escalation customer-facing or any other similar position under the Customer Success department for B2B – Must
• Experience with APIs (especially REST APIs), SQL, and Postman – Must
• Experience with inspecting and diagnosing logs – Must
• Strong ability to understand the design of complex system architecture, perform in-depth analysis, problem-solving skills, and provide creative technical solutions – Must
• Have the “Support bug” in you – curious and motivated to provide the best for each incoming issue, and have great problem-solving skills. – Must
• A people person, team player, strong can-do mentality, great communication skills, ability to work independently, lead and implement new processes, and multitasking abilities – Must
• Excellent English – Verbal and written
• Familiarity with Jira and Confluence – Advantage
• Proven resume in the FinTech Industry domain – Advantage
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