Customer Support Engineer

Join a global enterprise software business operating across fraud prevention, authentication and digital payments technology.

This is a strong opportunity for a technically minded customer support professional to move beyond basic helpdesk work and develop within a more complex application support environment.

The role offers exposure to SQL, APIs, networking, logs, enterprise web applications and authentication technology, without requiring senior-level expertise from day one.

About the company

The business provides fraud prevention and authentication software to large international organisations operating across banking, payments and other regulated markets.

It offers the stability of an established global platform alongside the pace, learning opportunity and technical exposure of a focused software business.

Why this role exists

The team are actively looking for someone who can manage frontline customer requests, resolve common and moderately technical issues, and escalate more complex incidents with clear evidence and documentation.

You will support external customers using enterprise fraud prevention and authentication products.

The role sits between traditional first-line support and junior application support. You will investigate customer issues, review technical information, resolve appropriate cases independently and work closely with senior support and engineering teams where escalation is required.

There is no requirement to write production code.

Key responsibilities

Act as a first point of contact for external customers
Receive, document and manage customer support requests
Investigate product, access, licensing and configuration issues
Review logs, error messages and system behaviour
Perform initial database, API and connectivity checks
Resolve known and moderately technical issues independently
Escalate complex incidents with clear supporting evidence
Maintain professional customer communication throughout each case
Update internal and external knowledge-base documentation
Collaborate with support, engineering, product and commercial teams

Ideal candidate profile

Approximately two to four years of technical support, customer support or technical customer service experience
Strong written and verbal English communication
Experience supporting external customers
Confident explaining technical information clearly
Structured and analytical approach to troubleshooting
Comfortable managing several customer requests at the same time
Able to recognise when an issue should be escalated
Cooperative, adaptable and willing to learn
Comfortable working independently and as part of a wider international team
Experience in software, technology or another technical environment

Useful exposure may include SQL, relational databases, APIs, logs, networking, SSL/TLS, Java-based applications, application servers, MFA, single sign-on or 3D Secure.

You are not expected to be an expert across the full technical stack.

Location and working style

Remote role based in Egypt
Cairo-based candidates are preferred
Regular working hours are expected to be 5:00 pm to 1:00 am Egypt local time
The shift supports customers operating across US working hours
Occasional team meetings may take place in Cairo
Weekend, public-holiday and future on-call coverage may be required
On-call responsibilities would begin only after appropriate training

Why join

Move beyond basic helpdesk support into a more technical application support environment
Build practical experience across SQL, APIs, logs and networking
Gain exposure to fraud prevention, authentication and payments technology
Support enterprise customers operating in complex environments
Learn from experienced support, product and engineering teams
Join a team that values communication, collaboration and development
Build specialist knowledge within fintech and cybersecurity
Develop towards more advanced technical support responsibilities