Fawaterak is a fast-growing digital payments platform helping businesses across Egypt accept online payments and manage their digital commerce through a single platform.
We are looking for a Technical Support Specialist to join our team in Giza on a hybrid basis.
This is not a traditional customer service role. You will work directly with merchants to investigate and troubleshoot payment, platform, and integration issues, while working closely with Engineering, Product, Operations, and Sales teams.
What You'll Do
- Provide technical support to merchants through email, chat, WhatsApp, and phone.
- Investigate and troubleshoot payment, platform, and integration issues.
- Analyze transaction details, error messages, logs, and reports.
- Help merchants understand and use Fawaterak's platform and payment solutions.
- Perform initial technical investigation before escalating complex issues to Engineering or Product.
- Manage support tickets and ensure issues are handled within agreed SLAs.
- Follow up with merchants until their issues are fully resolved.
- Identify recurring issues and communicate trends and root causes to internal teams.
- Contribute to troubleshooting guides, FAQs, and knowledge-base documentation.
- Work with Product, Engineering, Operations, and Sales teams to continuously improve the merchant experience.
What We're Looking For
- 2+ years of relevant experience in Technical Support, preferably in FinTech, online payments, e-commerce, SaaS, or technology platforms.
- Strong troubleshooting and problem-solving skills.
- Good understanding of web-based applications and online payment flows.
- Ability to investigate transaction issues and understand payment statuses and error messages.
- Strong analytical and communication skills.
- Excellent English communication skills, both written and verbal.
- Arabic proficiency is a plus.
- Strong customer-service mindset and attention to detail.
- Ability to manage multiple tickets and prioritize issues effectively.
- Bachelor's degree in Computer Science, IT, Engineering, or a related field is preferred.
Nice to Have
- Basic knowledge of APIs, REST APIs, webhooks, and HTTP responses.
- Experience with Postman or similar API testing tools.
- Basic SQL knowledge.
- Experience with payment gateways, PSPs, acquiring banks, wallets, or payment integrations.
- Experience supporting e-commerce or SaaS platforms.
Why Fawaterak
- You'll get hands-on exposure to the FinTech and digital payments ecosystem, working with cards, wallets, banks, payment methods, merchants, and technology integrations.
- You'll also work closely with multiple teams and gain real experience in one of the fastest-evolving areas of the digital economy.
