Technical Customer Support

Remotedxb; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Remotedxb is seeking a technically proficient support specialist to help customers with wallet functionality, payments, and security. You will triage issues, analyze logs, and coordinate with engineering to provide clear debugging context.

Join a fintech-focused team and help monitor system behavior, assist in incident response, and contribute to runbooks and documentation for scalable operations across multiple time zones.

Qualifications

• 2–4 years of experience in technical support or operations within fintech, payments, SaaS, or crypto.
• Ability to explain technical concepts to non-technical users.
• Experience troubleshooting APIs, transactions, or distributed systems.
• Familiarity with payment systems or card networks (Visa, Mastercard).
• Basic understanding of system architecture (client to backend).
• Excellent written and verbal communication skills in English.
• Ability to work flexible hours to support LATAM and North America time zones.

Responsibilities

• Provide technical support via email and other channels regarding wallet functionality, payments, and security
• Perform technical triage to identify if issues originate from client apps, APIs, or backend services
• Investigate issues using internal tools, logs, and dashboards
• Monitor system behavior for anomalies like increased error rates or transaction failures
• Assist in incident response, user communication, and resolution tracking
• Collaborate with engineering and product teams to provide structured debugging context
• Maintain and improve internal documentation and runbooks

Skills

Technical support experience

Clear communication

API troubleshooting

Fintech/payments knowledge

Job description

Responsibilities

• Provide technical support via email and other channels regarding wallet functionality, payments, and security
• Perform technical triage to identify if issues originate from client apps, APIs, or backend services
• Investigate issues using internal tools, logs, and dashboards
• Monitor system behavior for anomalies like increased error rates or transaction failures
• Assist in incident response, user communication, and resolution tracking
• Collaborate with engineering and product teams to provide structured debugging context
• Maintain and improve internal documentation and runbooks

Requirements

• 2–4 years of experience in technical support or operations within fintech, payments, SaaS, or crypto
• Strong ability to explain technical concepts to non-technical users
• Experience troubleshooting APIs, transactions, or distributed systems
• Familiarity with payment systems or card networks (Visa, Mastercard)
• Basic understanding of system architecture (client to backend)
• Excellent written and verbal communication skills in English
• Ability to work flexible hours to support LATAM and North America time zones

Preferred Qualifications

• Experience with blockchain transactions or on-chain systems
• Exposure to monitoring tools like Grafana, Datadog, or Kibana
• Familiarity with incident management workflows
• Interest in automation, scripting, or leveraging AI tools for workflow improvements