Escalation Engineer - Dubai
Description
Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.
We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.
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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