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Support and Customer SuccessFull role brief

Senior Technical Support Engineer (Payment integrations)

Own the technical bridge between MakePay integrations and merchant teams.

This role supports merchants and internal teams through API, webhook, plugin, checkout, and payment-status issues. You will translate integration problems into clear fixes for merchants and crisp technical signals for engineering.

Why this role matters

  • Shorten time-to-resolution for merchants launching or debugging MakePay integrations.
  • Improve the quality of escalation notes, reproduction steps, and merchant-facing technical guidance.
  • Identify integration friction that should become better docs, tooling, plugin fixes, or product changes.

What you will own

  • Troubleshoot API requests, webhooks, checkout configuration, plugin behavior, and payment-status mismatches.
  • Reproduce merchant issues, inspect logs and payloads, and separate configuration errors from platform defects.
  • Write and maintain technical support runbooks, integration notes, and escalation templates for the support team.

What you bring

  • Technical support, solutions engineering, integration engineering, or developer support experience for a SaaS, fintech, or commerce product.
  • Comfort reading HTTP requests, JSON payloads, API docs, webhook events, logs, and basic code snippets.
  • Strong written communication with the ability to explain technical issues to both merchants and engineers.

Nice to have

  • Experience with payment gateways, crypto wallets, stablecoins, WooCommerce, Shopify, or merchant checkout flows.
  • Working knowledge of Node.js, PHP, JavaScript, SQL, or observability tools used in production support.
  • A track record of turning support escalations into stronger developer docs or product improvements.

First 90 days

  • Take ownership of technical escalation handling for Dubai-led merchant launches and live integration issues.
  • Improve at least one high-use support runbook for API, webhook, plugin, or checkout troubleshooting.
  • Identify the top integration failure pattern and partner with product or engineering on a practical fix.

How we work

Clear ownership, close product feedback, and direct merchant impact.

You will sit close to support, success, product, and engineering so merchant integration issues are diagnosed once and handled with shared context.

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