Customer Support Engineer

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