Technical Support Specialist – FinTech Payments

About the role

Fawate​rak, a fast‑growing digital payments platform in Egypt, is looking for a Technical Support Specialist to join its Giza office on a hybrid basis. You will work directly with merchants to diagnose and resolve payment, platform and integration issues while collaborating closely with Engineering, Product, Operations and Sales teams.

Key responsibilities

• Provide technical support to merchants via email, chat, WhatsApp and phone.
• Investigate and troubleshoot payment, platform and integration problems.
• Analyze transaction details, error messages, logs and reports to identify root causes.
• Help merchants understand and effectively use Fawate​rak’s payment solutions.
• Perform initial technical investigations before escalating complex cases to Engineering or Product.
• Manage support tickets, ensuring resolution within agreed SLAs.
• Follow up with merchants until issues are fully resolved.
• Identify recurring problems, communicate trends and root‑cause analyses to internal teams.
• Contribute to troubleshooting guides, FAQs and knowledge‑base documentation.
• Collaborate with Product, Engineering, Operations and Sales to continuously improve the merchant experience.

Required profile

• 2+ years of technical support experience, preferably in FinTech, online payments, e‑commerce or SaaS.
• Strong troubleshooting and problem‑solving abilities.
• Good understanding of web‑based applications and online payment flows.
• Ability to investigate transaction issues and interpret payment statuses and error messages.
• Excellent written and verbal English communication; Arabic is a plus.
• Customer‑service mindset with high attention to detail.
• Ability to manage multiple tickets and prioritize effectively.
• Bachelor’s degree in Computer Science, IT, Engineering or a related field preferred.

Required skills

• HTTP responses
• Online payment flows
• Web‑based applications
• Webhooks
• Payment integrations
• APIs (REST)
• SQL
• Postman
• Payment gateways