Technical Support Engineer | [Remote | MENA]

MoneyHash is building the future of API-based payment infrastructure. Our easy-install APIs consolidate the revenue cycle across geographies, functions, and use cases. We're saving our clients time and money, as well as boosting product performance, opening up new business opportunities, and reducing tech debt. We're a fast-growing early-stage startup, and we know that building the right team is crucial to realizing our potential. At MoneyHash, we champion human empathy as well as work excellence. Join us and let's explore this journey together!Your Team At MoneyHash, the Customer Solutions & Delivery team is the face of our product for our merchants. Our mission is to:Design and deliver customized, forward-thinking solutions that address complex payment needs and merchant pain pointsProvide a seamless onboarding experience that sets our customers up for long-term successContinuously improve payment performance and uncover growth opportunities through data-driven insightsStay ahead of fintech trends to help our customers scale faster and smarterAct as the key interface between our merchants and third-party providers, ensuring smooth integrations and quick resolutionsYou'll be joining a growing team that works across departments to ensure merchant success. As a Technical Support Engineer, you'll report directly to the Customer Solutions & Delivery team lead and play a vital role in providing exceptional technical support to our merchants while helping them navigate complex payment integrations.What You'll Be DoingProvide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issuesTroubleshoot API integration problems, analyze error logs, and guide merchants through resolution stepsDebug payment flows, investigate transaction failures, and identify root causes of technical issuesCollaborate with merchants to resolve provider-specific connectivity and configuration problemsCreate and maintain technical troubleshooting guides, FAQs, and best practices documentationEscalate complex technical issues to engineering teams with detailed analysis and reproduction stepsSupport merchant onboarding by providing technical guidance during integration setupMonitor system health and proactively identify potential issues affecting merchant performanceWork closely with third-party payment providers to resolve integration blockers and connectivity issuesAssist in testing new provider integrations and documenting technical requirementsParticipate in on-call rotation to ensure 24/7 technical support coverageContribute to internal tooling improvements and support workflow optimizationYou'll Be Great for This Role If You:Have 3+ years of experience in technical support, payment integrations, or API troubleshootingExperience with payment processing concepts including authorization, capture, refunds, and webhooksComfortable using tools like Postman, cURL, and log analysis platformsFamiliar with payment service providers and common integration challengesExcellent problem-solving skills with attention to detail in technical investigationsStrong written and verbal communication skills in EnglishAbility to explain technical concepts to both technical and non-technical audiencesExperience working in fast-paced startup environmentsCustomer-focused mindset with patience and empathy when handling support casesNice to Have:Previous experience with payment orchestration platformsKnowledge of multiple programming languages (Python, Flutter, etc.)Familiarity with database queries and data analysisExperience with ticketing systems and support workflow managementUnderstanding of PCI DSS compliance and payment security standardsHow We Work at MoneyHash Beyond your functional responsibilities, everyone at MoneyHash plays a part in shaping our culture and values:Respect. We're a global team and value diversity, empathy, and honest dialogue.Humility. We give and receive feedback with openness, leaving egos at the door.Flexibility. We adapt quickly, learn constantly, and step up where needed.Willingness to Learn. We embrace growth, celebrate iteration, and treat every mistake as a step forward.Originally posted on Himalayas