Senior Customer Support Engineer

Senior Customer Support Engineer

Cairo, Remote, US Shift

About the Role

We are hiring a Senior Customer Support Engineer to join a global fraud prevention and authentication software business supporting leading banks and payment providers worldwide.

This is a second-tier technical support role focused on resolving complex product, API and infrastructure issues across enterprise environments. You will work closely with banking clients, internal engineering teams and regional support colleagues to diagnose, investigate and resolve high-impact technical challenges.

The role is remote, with monthly in-person team meetups in Cairo.

Why This Role Exists

The business is intentionally hiring a more senior profile who can bring technical depth, strong customer communication and stability within the region.

The expectation is that this individual will become one of the technical anchors in the team within the first 6 months.

You will join during a period of growth and platform innovation, supporting fraud prevention and authentication products used by Tier-1 financial institutions globally.

What You Will Be Doing

• Acting as second-tier support for complex production issues
• Investigating logs and analysing system behaviour across application, API and database layers
• Troubleshooting application server and database-related issues
• Supporting API and integration investigations, including REST and SOAP-based services
• Managing escalations from frontline support teams
• Communicating directly with enterprise banking clients during live incidents
• Collaborating with Product and Engineering to resolve deeper platform issues
• Taking ownership of issues through to full resolution
• Contributing to documentation and continuous improvement initiatives
• The support split is approximately 80 percent email and 20 percent calls.
• This is not a development role. There is no coding requirement, but strong technical investigation and troubleshooting capability is essential.

What We Are Looking For

Experience

• 4 to 5+ years in a technical customer support or application support role
• Experience supporting complex, multi-tier software environments
• Experience working with enterprise customers in production environments

Technical Capability

• Strong troubleshooting approach with the ability to investigate issues across multiple system layers
• Experience analysing logs and performing root cause analysis
• Exposure to Java-based environments and enterprise application servers
• Experience working with databases and SQL in a troubleshooting context
• Experience investigating APIs, integrations or web services (REST or SOAP)
• Understanding of infrastructure fundamentals such as networking, authentication or system connectivity

Communication & Ownership

• Strong English communication skills, both written and verbal
• Ability to clearly explain technical issues in customer-facing situations
• Comfortable handling escalations and working under pressure
• Takes ownership of issues and drives them through to resolution

Experience supporting banking, fintech, fraud or payments platforms is beneficial but not essential.

Working Pattern

• Remote role, Cairo-based candidates preferred
• US hours, approximately 5pm to 1am local time
• On-call rotation once per month after ramp-up

The Environment

You will join a globally established software business serving hundreds of enterprise customers, including major international banks.

The culture is collaborative and ownership-driven. Engineers are encouraged to take initiative, improve processes and contribute to how the team operates, rather than simply handling ticket volume.

Why Join

This is an opportunity to operate at enterprise scale, supporting high-impact fraud prevention and authentication platforms used by global financial institutions.

You will gain exposure to complex systems, develop deeper technical troubleshooting skills and establish yourself as a senior technical presence within a growing regional team.