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Support and Customer SuccessFull role brief

Technical Support Specialist

Help US merchants integrate MakePay with confidence.

This role provides technical support for US merchants working through MakePay setup, payment links, checkout configuration, API questions, webhooks, and ecommerce platform issues. You will make technical answers feel clear and actionable while escalating deeper defects with useful evidence.

Why this role matters

  • Help merchants resolve integration questions faster during onboarding and early production usage.
  • Improve the quality of US technical support handoffs to engineering and product.
  • Reduce repeated questions by turning support patterns into clearer FAQs, docs, and internal notes.

What you will own

  • Answer technical support cases involving payment links, checkout setup, webhook behavior, API usage, and merchant configuration.
  • Collect screenshots, request IDs, logs, payload details, and reproduction steps before escalating complex issues.
  • Maintain practical troubleshooting notes for recurring merchant issues and regional support needs.

What you bring

  • Technical support, implementation support, developer support, or solutions support experience for a SaaS, fintech, or ecommerce platform.
  • Working knowledge of web fundamentals such as HTTP, APIs, webhooks, browser behavior, and structured logs.
  • Clear written communication with the patience to guide merchants through unfamiliar payment concepts.

Nice to have

  • Experience supporting payment gateways, checkout products, WooCommerce, Shopify, crypto wallets, or stablecoin payments.
  • Familiarity with JavaScript, PHP, WordPress, ecommerce admin tools, or basic command-line troubleshooting.
  • Experience improving technical documentation, support macros, or internal diagnostic checklists.

First 90 days

  • Learn the MakePay merchant setup path, common US integration issues, and escalation criteria.
  • Own a defined segment of the US technical support queue with consistent response quality.
  • Ship one meaningful improvement to a support FAQ, runbook, or integration troubleshooting checklist.

How we work

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

You will work with US customer success and sales while staying connected to Dubai engineering and technical support.

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