Technical Support Engineer | [Remote | MENA]
About this role
About MoneyHash
MoneyHash is building the future of API-based payment infrastructure. Our easy-install APIs consolidate the revenue cycle across geographies, functions, and use cases. We're saving our clients time and money, boosting product performance, unlocking new business opportunities, and reducing tech debt.
We're one of the fastest-growing payment infrastructure companies in emerging markets, and we know that building the right team is crucial to realizing our potential. At MoneyHash, we champion human empathy as well as work excellence. Join us and let's explore this journey together!
Your Team
At MoneyHash, the Customer Solutions & Delivery team is the face of our product for our merchants. Our mission is to:
- Design and deliver customized, forward-thinking solutions that address complex payment needs and merchant pain points
- Provide a seamless onboarding experience that sets our customers up for long-term success
- Continuously improve payment performance and uncover growth opportunities through data-driven insights
- Stay ahead of fintech trends to help our customers scale faster and smarter
- Act as the key interface between our merchants and third-party providers, ensuring smooth integrations and quick resolutions
You'll be joining a growing team that works across departments to ensure merchant success. As a Technical Support Engineer, you'll report directly to the Customer Solutions & Delivery team lead and play a vital role in providing exceptional technical support to our merchants while helping them navigate complex payment integrations.
What You'll Be Doing
- 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
You’ll Be Great for This Role If You
- 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
Nice to Have:
- Previous experience with payment orchestration platforms
- Knowledge of multiple programming languages (Python, Flutter, etc.)
- Familiarity with database queries and data analysis
- Experience with ticketing systems and support workflow management
- Understanding of PCI DSS compliance and payment security standards
Your First 90 Days
Your first 90 days are designed to get you up to speed quickly and confidently. You’ll learn how MoneyHash and payment flows work, get hands-on with our platform, APIs, and sandbox, and work alongside the team on real customer cases from the start.
As you build your product and technical knowledge, you’ll take on increasingly complex issues and integrations. By the end of your first 90 days, you’ll be confidently handling technical support cases and taking ownership of your customer-facing work.
How We Work at MoneyHash
Beyond your functional responsibilities, everyone at MoneyHash plays a part in shaping our culture and values:
- Respect. We’re a global team and value diversity, empathy, and honest dialogue.
- Humility. We give and receive feedback with openness, leaving egos at the door.
- Flexibility. We adapt quickly, learn constantly, and step up where needed.
- Willingness to Learn. We embrace growth, celebrate iteration, and treat every mistake as a step forward.
Where we work: Remote-first across EMEA time zones, with an annual in-person retreat to bring the team together.
Compensation Package
Competitive salary - stock options - health insurance - professional development stipend - wellness stipend - tech allowance - equipment financing program - annual in-person retreat - team engagement initiatives
Originally posted on Himalayas
