Escalation Engineer - Dubai

About the Role

Rapyd brings payments, payouts, and fintech capabilities together on a single global platform, with a mission to help unlock worldwide commerce. The company operates across multiple locations, including Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the United States, creating broad opportunities for growth and impact.

The culture values direct communication, fast decisions, strong execution, and practical, well-designed solutions. This role is suited to someone who wants to work in a fast-moving environment where effort is recognized and career development is encouraged.

Key Responsibilities

• Act as a central knowledge resource for internal departments and customers, advising Customer Success and other teams while keeping the knowledge base current and adding new articles when needed.
• Own major and critical production incidents by investigating issues, identifying root causes, resolving technical problems, and preparing internal as well as external root-cause analyses.
• Partner with business and engineering stakeholders to drive efficient issue resolution, choose the most appropriate fix, and reduce repeat escalations.
• Review production traffic and uncover design shortcomings by analyzing client transaction flows with partners, identifying missing capabilities, and evaluating approval ratios for top-tier clients.
• Contribute throughout the product feature lifecycle, from solution design and implementation approach through to handoff to the right teams.
• Support production stability by coordinating maintenance with engineering, assessing risk, and continuously improving production quality.

Requirements

• 3 to 5 years of experience in technical support, Tier 3, sales engineering, escalation handling, customer-facing roles, or similar positions within B2B Customer Success.
• Hands-on experience with APIs, especially REST APIs, SQL, and Postman.
• Strong ability to read, inspect, and diagnose logs.
• Proven capability to understand complex system architecture, analyze problems deeply, and design inventive technical solutions.
• A strong support mindset, with curiosity, persistence, and a drive to solve every issue thoroughly.
• Excellent interpersonal skills, team orientation, self-direction, initiative, and the ability to lead new processes while managing multiple priorities.
• Strong verbal and written English communication skills.
• Familiarity with Jira and Confluence is an advantage.
• Experience in the fintech industry is an advantage.

Additional Information

Applicants are expected to review the candidate privacy policy provided by the company. The posting does not mention salary, stipend, benefits, opening count, notice period, or start date.

Company Overview

Rapyd is a global fintech platform focused on unifying payment and payout infrastructure for businesses worldwide.