Escalation Engineer - Dubai
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Key skills for this role
About the Role
Rapyd is seeking an Escalation Engineer to serve as a focal point for technical issues, manage major production outages, and work closely with engineering teams. Requires 3-5 years in Technical Support Tier 3/Sales Engineer/Escalation roles, experience with APIs, SQL, and Postman, and strong problem-solving skills.
Key Skills for This Role
Responsibilities
- Serve as a focal point and source of knowledge for departments and clients; share knowledge and keep 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
- Analyze production traffic and locate design gaps – deep dive analysis of transaction processing
- Participate in features development life cycle – from design to implementation and handover
- Maintain production quality – coordinate maintenance, provide risk analysis, enhance production 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, perform in depth analysis, problem solving, and provide creative technical solutions
- Curious and motivated, great problem solving skills
- People person, team player, strong can do mentality, great communication, ability to work independently, lead and implement new processes, multitasking
- Excellent English – Verbal and written
- Familiarity with Jira and Confluence – Advantage
- Proven resume in FinTech Industry domain – Advantage
Full Job Posting
Description
- Rapyd has unified payments, payouts and fintech on one worldwide platform.
- We believe in straight talk, quick decisions, strong execution and elegant solutions.
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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