Role Overview
We're looking for a Senior Support Engineer to lead technical support for a recently acquired crypto payments business, with a roadmap to include Lean’s core financial API offerings. This role is designed for someone who thrives in independent, evolving environments and has deep experience diagnosing complex transaction flows in distributed systems.
Key Responsibilities
- Act as the main technical contact for enterprise users and partners, responding through ticketing systems, email, Slack, WhatsApp, and voice calls as needed.
- Investigate and resolve issues related to failed, delayed, or uncredited crypto transactions, tracing root causes across networks and systems.
- Use blockchain explorers and technical tools to validate transaction hashes, wallet addresses, network confirmations, gas fees, and mempool status.
- Engage directly with payout partners, including real-time coordination when necessary, to trace and resolve settlement discrepancies.
- Manage incoming requests with clear prioritization, maintain accurate internal records, and ensure consistent follow-up.
- Escalate systemic bugs, operational risks, and feature suggestions to engineering and product teams with detailed context, reproduction steps, and impact analysis.
- Support incident response by contributing to root cause investigations, status communications, and validation of fixes.
- Leverage tools like Postman, SQL, log viewers, admin interfaces, and blockchain explorers to diagnose and resolve API and product issues as responsibilities grow.
- Develop and maintain documentation for common issues, workflows, and resolutions to strengthen team knowledge and efficiency.
- Identify recurring technical patterns and recommend improvements to systems, tracking, and internal processes.
- Bridge knowledge between crypto operations and broader support teams as the role expands across product lines.
Required Qualifications
- Proven experience working with APIs, including hands-on use of Postman.
- Strong grasp of blockchain fundamentals: transaction lifecycle, confirmations, gas mechanics, wallet behavior, mempool dynamics, and common failure modes.
- Ability to interpret system logs and understand distributed client-server interactions.
- Familiarity with OAuth and web authentication flows.
- Intermediate SQL proficiency: writing SELECT queries, JOINs, filtering, aggregations, date functions, CASE statements, and UNION operations.
- Strong analytical and problem-solving abilities in technical environments.
- Experience supporting B2B or enterprise clients in high-stakes domains.
- Effective communication skills across written and voice channels with technical and non-technical stakeholders.
- Self-directed work style with a strong sense of ownership.
- Adaptable to ambiguity and shifting priorities.
- Excellent written documentation practices.
- Fluent in English; additional languages are an advantage.
Preferred Background
- Experience in fintech, particularly payments or banking infrastructure.
- Active interest in or prior work with crypto, blockchain, or web3 technologies.
- Basic quality assurance or testing experience.
- History of coordinating with third-party service providers or partners.
Technical Environment
Postman, SQL, log analysis tools, admin dashboards, blockchain explorers
Compensation & Benefits
- Competitive salary
- Meaningful equity stake in the company
- Private healthcare coverage
- Flexible working hours
Work Model
This is a globally remote-friendly role with flexible scheduling to accommodate cross-time zone collaboration.
Our Culture
- Building foundational financial systems for the MENA region
- Tackling technically challenging problems
- Operating with speed and precision
- Upholding high standards in execution and ethics
- Creating durable, long-term value over rapid scaling
- Committed to diversity, equity, and inclusion
Equal Opportunity
We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We embrace affirmative action to foster a diverse and inclusive workplace.
