Senior Customer Support Engineer

Senior Customer Support EngineerCairo, Remote, US ShiftAbout the RoleWe 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, API and infrastructure issues across enterprise environments. You will work closely with banking clients, internal engineering teams and regional support colleagues to diagnose, investigate and resolve high-impact technical challenges.The role is remote, with monthly in-person team meetups in Cairo.Why This Role ExistsThe business is intentionally hiring a more senior profile who can bring technical depth, strong customer communication 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 DoingActing as second-tier support for complex production issuesInvestigating logs and analysing system behaviour across application, API and database layersTroubleshooting application server and database-related issuesSupporting API and integration investigations, including REST and SOAP-based servicesManaging escalations from frontline support teamsCommunicating directly with enterprise banking clients during live incidentsCollaborating with Product and Engineering to resolve deeper platform issuesTaking ownership of issues through to full resolutionContributing to documentation and continuous improvement initiativesThe support split is approximately 80 percent email and 20 percent calls.This is not a development role. There is no coding requirement, but strong technical investigation and troubleshooting capability is essential.What We Are Looking ForExperience4 to 5+ years in a technical customer support or application support roleExperience supporting complex, multi-tier software environmentsExperience working with enterprise customers in production environmentsTechnical CapabilityStrong troubleshooting approach with the ability to investigate issues across multiple system layersExperience analysing logs and performing root cause analysisExposure to Java-based environments and enterprise application serversExperience working with databases and SQL in a troubleshooting contextExperience investigating APIs, integrations or web services (REST or SOAP)Understanding of infrastructure fundamentals such as networking, authentication or system connectivityCommunication & OwnershipStrong English communication skills, both written and verbalAbility to clearly explain technical issues in customer-facing situationsComfortable handling escalations and working under pressureTakes ownership of issues and drives them through to resolutionExperience supporting banking, fintech, fraud or payments platforms is beneficial but not essential.Working PatternRemote role, Cairo-based candidates preferredUS hours, approximately 5pm to 1am local timeOn-call rotation once per month after ramp-upThe EnvironmentYou will join a globally established software business serving hundreds of enterprise customers, including major international banks.The culture is collaborative and ownership-driven. Engineers are encouraged to take initiative, improve processes and contribute to how the team operates, rather than simply handling ticket volume.Why JoinThis is an opportunity to operate at enterprise scale, supporting high-impact fraud prevention and authentication platforms used by global financial institutions.You will gain exposure to complex systems, develop deeper technical troubleshooting skills and establish yourself as a senior technical presence within a growing regional team.