Escalation Engineer
- دبي
- دائم
- دوام كامل
- 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.
- 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