Escalation Engineer - Dubai
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Key skills for this role
About the Role
Rapyd seeks an Escalation Engineer to serve as a technical focal point for customer support and internal teams. You will manage critical production outages, analyze transaction traffic, and collaborate with engineering to enhance system quality.
Key Skills for This Role
Responsibilities
- Serve as a focal point and source of knowledge for departments and clients, sharing knowledge and keeping KB up to date
- Manage major and critical production outages – troubleshoot, diagnose, resolve technical issues, and prepare RCAs
- Work closely with business and engineering teams to ensure efficient issue resolution and minimize escalations
- Analyze production traffic and locate design gaps through deep dive analysis of transaction processing
- Participate in features development life cycle from design to implementation and handover
- Maintain production quality by coordinating maintenance, providing risk analysis, and enhancing quality
Requirements
- At least 3 5 years of experience in Technical Support Tier 3/Sales Engineer/Escalation customer facing or similar position under Customer Success for B2B
- Experience with APIs (especially REST APIs), SQL, and Postman
- Experience with inspecting and diagnosing logs
- Strong ability to understand complex system architecture and perform in depth analysis
- Excellent English – verbal and written
- Familiarity with Jira and Confluence
- Proven resume in the FinTech Industry domain
Full Job Posting
Company Overview
- Rapyd has unified payments, payouts and fintech on one worldwide platform, assembling the world’s best team to liberate global commerce.
Responsibilities
- Serve as a focal point and source of knowledge for departments and clients, sharing knowledge and keeping KB up to date
- Manage major and critical production outages – troubleshoot, diagnose, resolve technical issues, and prepare RCAs
- Work closely with business and engineering teams to ensure efficient issue resolution and minimize escalations
- Analyze production traffic and locate design gaps through deep dive analysis of transaction processing
- Participate in features development life cycle from design to implementation and handover
- Maintain production quality by coordinating maintenance, providing risk analysis, and enhancing quality
Requirements
- At least 3 5 years of experience in Technical Support Tier 3/Sales Engineer/Escalation customer facing or similar position under Customer Success for B2B – Must
- Experience with APIs (especially REST APIs), SQL, and Postman – Must
- Experience with inspecting and diagnosing logs – Must
- Strong ability to understand complex system architecture, perform in depth analysis, problem solving skills, and provide creative technical solutions – Must
- Excellent English – Verbal and written
- Familiarity with Jira and Confluence – Advantage
- Proven resume in the FinTech Industry domain – Advantage
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