Senior Customer Support Engineer

Senior Customer Support Engineer

Cairo, Remote, US Shift

About the role

We are hiring a Senior Customer Support Engineer to join a global fraud prevention and authentication software business supporting leading banks and payment providers worldwide.

This is a second-tier technical support role focused on resolving complex product and infrastructure issues across enterprise environments. You will work closely with banking clients, internal engineering teams, and regional support colleagues to diagnose and resolve high-impact technical challenges.

The role is remote, with monthly in-person team meetups in Cairo.

Why this role exists

The business is intentionally hiring a more senior profile who can provide technical depth, customer confidence, and stability within the region. The expectation is that this individual will become one of the technical anchors in the team within the first 6 months.

You will join during a period of growth and platform innovation, supporting fraud prevention and authentication products used by Tier-1 financial institutions globally.

What you will be doing

Acting as second-tier support for complex technical issues
Investigating logs and analysing system behaviour
Troubleshooting application server and database-related issues
Supporting API and integration queries
Managing escalations from frontline support
Communicating directly with enterprise banking clients
Collaborating with Product and Engineering to resolve deeper platform issues
Contributing to documentation and continuous improvement initiatives

The support split is approximately 80 percent email and 20 percent calls.

Issues range from configuration and access queries through to deeper infrastructure and performance investigations.

This is not a development role. There is no coding requirement, but strong technical analysis capability is essential.

What we are looking for

4 to 5+ years in a technical customer support role
Experience troubleshooting complex software environments
Strong customer management and stakeholder communication skills
Exposure to Java-based environments
Experience with application servers or database troubleshooting
Understanding of APIs and system integrations
Comfortable analysing logs and diagnosing infrastructure issues
Willingness to work US shift hours

Experience supporting banking, fintech, fraud or payments environments would be advantageous.

Working pattern

Remote role, Cairo-based candidates preferred
US hours, approximately 5pm to 1am local time
On-call rotation once per month after ramp-up

The environment

You will join a profitable, globally established software business serving hundreds of enterprise customers, including major international banks.

The company operates with an open, collaborative culture where quality and ownership matter more than case volume metrics. Engineers are encouraged to contribute ideas, improve processes, and take accountability for outcomes.

This is a strong opportunity for a technically capable support engineer who wants to operate at enterprise level, gain exposure to complex fraud prevention platforms, and step into a more senior presence within a growing regional team.