This is a fully remote position, open to applicants in Jordan.

• Deliver tier-1 and tier-2 technical assistance to merchants facing integration or payment processing challenges.

• Diagnose API integration issues, review error logs, and assist merchants through resolution procedures.

• Analyze payment flows, probe transaction failures, and pinpoint root causes of technical difficulties.

• Collaborate with merchants to address provider-specific connectivity and configuration challenges.

• Develop and update technical troubleshooting manuals, FAQs, and documentation of best practices.

• Elevate intricate technical concerns to engineering teams with thorough analysis and reproduction instructions.

• Aid in merchant onboarding by offering technical support during the integration setup process.

• Monitor system performance and proactively detect potential issues impacting merchant operations.

• Work collaboratively with third-party payment providers to resolve integration hurdles and connectivity challenges.

• Engage in on-call rotations to guarantee 24/7 technical support availability.

• Over 3 years of experience in technical support, payment integrations, or API troubleshooting.

• Familiarity with payment processing principles such as authorization, capture, refunds, and webhooks.

• Proficient in using tools like Postman, cURL, and log analysis platforms.

• Knowledgeable about payment service providers and typical integration obstacles.

• Exceptional problem-solving abilities with a keen eye for detail in technical inquiries.

• Strong written and verbal communication skills in English.

• Capability to articulate technical concepts to both technical and non-technical audiences.

• Customer-oriented approach with patience and empathy in managing support cases.

• Flexible work arrangements.

• Professional development opportunities.

Technical Support Engineer

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