Technical Support Engineer | [Remote | MENA]

MoneyHash is building the future of API-based payment infrastructure, offering easy-install APIs to streamline revenue cycles across geographies and functions. The company is a fast-growing startup focused on innovation, work excellence, and human empathy.

Location: Remote

Responsibilities

• 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

Requirements

• 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