Technical Support Engineer | [Remote | MENA]

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 points
• Provide a seamless onboarding experience that sets our customers up for long-term success
• Continuously improve payment performance and uncover growth opportunities through data-driven insights
• Stay ahead of fintech trends to help our customers scale faster and smarter
• Act as the key interface between our merchants and third-party providers, ensuring smooth integrations and quick resolutions

You'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 Doing

• Provide tier-1 and tier-2 technical support to merchants experiencing integration or payment processing issues
• Troubleshoot API integration problems, analyze error logs, and guide merchants through resolution steps
• Debug payment flows, investigate transaction failures, and identify root causes of technical issues
• Collaborate with merchants to resolve provider-specific connectivity and configuration problems
• Create and maintain technical troubleshooting guides, FAQs, and best practices documentation
• Escalate complex technical issues to engineering teams with detailed analysis and reproduction steps
• Support merchant onboarding by providing technical guidance during integration setup
• Monitor system health and proactively identify potential issues affecting merchant performance
• Work closely with third-party payment providers to resolve integration blockers and connectivity issues
• Assist in testing new provider integrations and documenting technical requirements
• Participate in on-call rotation to ensure 24/7 technical support coverage
• Contribute to internal tooling improvements and support workflow optimization

You'll Be Great for This Role If You:

• Have 3+ years of experience in technical support, payment integrations, or API troubleshooting
• Experience with payment processing concepts including authorization, capture, refunds, and webhooks
• Comfortable using tools like Postman, cURL, and log analysis platforms
• Familiar with payment service providers and common integration challenges
• Excellent problem-solving skills with attention to detail in technical investigations
• Strong written and verbal communication skills in English
• Ability to explain technical concepts to both technical and non-technical audiences
• Experience working in fast-paced startup environments
• Customer-focused mindset with patience and empathy when handling support cases

Nice to Have:

• Previous experience with payment orchestration platforms
• Knowledge of multiple programming languages (Python, Flutter, etc.)
• Familiarity with database queries and data analysis
• Experience with ticketing systems and support workflow management
• Understanding of PCI DSS compliance and payment security standards

How 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 open minds.