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 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 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.