Integration Support Analyst

Zand; Dubai; On-site; AED 1 - 2; Full time

Job summary

Zand in United Arab Emirates seeks a technically proficient, customer-focused professional to support clients through onboarding and implementation lifecycle. You will troubleshoot integration issues, manage escalations, and collaborate with Product and Technology teams to ensure timely resolution.

The role covers API integrations, UAT coordination, and ongoing support for payments, cards, and channels. Strong communication and problem-solving skills are essential for success.

Qualifications

• Strong knowledge of API integrations, technical troubleshooting, customer onboarding, UAT coordination, and implementation support.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems, or related field. Certifications in APIs, Testing (ISTQB), Digital Banking, Payments, or FinTech are an advantage.

Responsibilities

• Support customers with technical and integration-related queries, ensuring timely resolution and a high standard of service.
• Assist with customer onboarding, implementation activities, and go-live support for products and services.
• Coordinate and support User Acceptance Testing (UAT), including test execution, defect tracking, and issue resolution.
• Troubleshoot and investigate technical issues, working with Technology, Operations, and other stakeholders to drive resolution.
• Support API integrations, including testing, validation, and diagnosis of integration-related issues.
• Manage and coordinate support requests and escalations, ensuring timely resolution within agreed timelines.
• Communicate updates on implementation activities, incidents, and issue resolution progress.
• Maintain accurate documentation, including support procedures, implementation records, issue logs, and knowledge articles.
• Contribute to continuous improvement of support processes, customer experience, and operational efficiency.
• Perform other duties in support of Payments, Cards, and Channels.

Skills

API integrations

Technical troubleshooting

Onboarding

UAT coordination

Implementation support

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Job description

This role is well suited for a technically proficient and customer-focused professional who can support clients throughout the onboarding and implementation lifecycle, troubleshoot integration-related issues, manage escalations effectively, and collaborate closely with internal Product and Technology teams to ensure seamless delivery and timely resolution of issues.

Key Responsibilities

• Support customers with technical and integration-related queries, ensuring timely resolution and a high standard of service.
• Assist with customer onboarding, implementation activities, and go-live support for products and services.
• Coordinate and support User Acceptance Testing (UAT), including test execution, defect tracking, and issue resolution.
• Troubleshoot and investigate technical issues, working closely with Technology, Operations, and other stakeholders to drive resolution.
• Support API integrations, including testing, validation, and diagnosis of integration-related issues using relevant tools and environments.
• Manage and coordinate support requests and escalations, ensuring issues are appropriately tracked, prioritized, and resolved within agreed timelines.
• Communicate effectively with internal and external stakeholders, providing regular updates on implementation activities, incidents, and issue resolution progress.
• Maintain accurate documentation, including support procedures, implementation records, issue logs, and knowledge articles.
• Contribute to the continuous improvement of support processes, customer experience, and operational efficiency.
• Perform any other duties as assigned in support of the Payments, Cards, and Channels function.

Key Skills, required Qualifications & Experience

• Strong knowledge of API integrations, technical troubleshooting, customer onboarding, UAT coordination, and implementation support. Excellent communication, stakeholder management, and problem-solving skills are essential.
• Bachelor's degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related field. Relevant certifications in APIs, Testing (ISTQB), Digital Banking, Payments, or FinTech are an advantage. Relevant certifications in APIs, ISTQB, Digital Banking, Payments, or FinTech are preferred.
• Minimum 3 years of experience in Technical Support, Integration Support, Product Support, or Implementation roles within Banking, FinTech, Payments, or Technology environments.