📍 Job Overview

• Job Title: Escalation Engineer
• Company: Rapyd
• Location: Dubai, United Arab Emirates
• Job Type: Full-time
• Category: Technical Support & Customer Success
• Date Posted: 2025-08-03
• Experience Level: Mid-Level (2-5 years)
• Remote Status: On-site (Dubai office)

🚀 Role Summary

Rapyd is seeking an experienced Escalation Engineer to serve as a technical expert and customer advocate, managing major production outages, and driving issue resolution. This role requires a strong problem solver with a deep understanding of APIs, SQL, and system architecture. The ideal candidate will have a proven track record in a customer-facing technical support role and be comfortable working in a dynamic, fast-paced environment.

📝 Enhancement Note: This role is critical for maintaining Rapyd's high service standards and ensuring client satisfaction. The ideal candidate will have a strong customer focus, excellent communication skills, and the ability to thrive in a collaborative, cross-functional team environment.

💻 Primary Responsibilities

• 🔥 Production Outage Management: Take ownership of major and critical production outages, troubleshoot, diagnose, and resolve technical issues. Prepare internal and external Root Cause Analyses (RCAs).
• 🤝 Cross-Functional Collaboration: Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations.
• 🔎 Production Traffic Analysis: Analyze production traffic, locate design gaps, and identify opportunities for improvement in transaction processing by Rapyd's clients with their partners.
• 🛠 Feature Development Lifecycle: Participate in the features development life cycle, from design to implementation method, and handover to relevant teams.
• 🛡 Production Quality Maintenance: Work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.

📝 Enhancement Note: The Escalation Engineer will play a pivotal role in ensuring Rapyd's platforms remain reliable and performant. Their ability to quickly diagnose and resolve complex issues will be crucial in maintaining Rapyd's reputation for excellence in the fintech industry.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: At least 3-5 years of experience in Technical Support Tier 3, Sales Engineer, Escalation, or any other similar customer-facing role under the Customer Success department for B2B.

Required Skills:

• Proven experience with APIs (especially REST APIs), SQL, and Postman.
• Strong ability to understand complex system architecture, perform in-depth analysis, and provide creative technical solutions.
• Excellent problem-solving skills and a "support bug" mentality, driven to provide the best solutions for each incoming issue.
• Strong communication skills, both verbal and written, with the ability to work independently and lead new processes.
• Excellent English language skills.

Preferred Skills:

• Familiarity with Jira and Confluence.
• Proven experience in the FinTech industry domain.

📝 Enhancement Note: The ideal candidate will possess a strong technical background, coupled with excellent communication skills and a customer-centric mindset. Their ability to thrive in a dynamic, fast-paced environment will be essential for success in this role.

📊 Web Portfolio & Project Requirements

As this role is not web development-specific, a portfolio is not required. However, candidates should be prepared to discuss their problem-solving approach and provide examples of complex technical issues they have resolved in previous roles.

💵 Compensation & Benefits

Salary Range: The salary range for this role is AED 25,000 - 40,000 per month, depending on experience and qualifications. This estimate is based on market research for similar roles in the Dubai fintech industry.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic, global fintech company.
• Collaborative, supportive work environment.
• Opportunities for professional growth and development.

Working Hours: Full-time position with standard working hours (Sunday to Thursday, 9:00 AM to 6:00 PM GST). Occasional on-call duties may be required to support production outages and maintenance windows.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in the Dubai fintech industry. Actual compensation may vary depending on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech

Company Size: Medium (250-1,000 employees)

Founded: 2012

Team Structure:

• The Escalation Engineer will report directly to the Head of Customer Success.
• The role will work closely with cross-functional teams, including engineering, product, and sales.
• Rapyd's team consists of over 400 employees across 10 global offices, fostering a diverse and inclusive work environment.

Development Methodology:

• Agile/Scrum methodologies for feature development and issue resolution.
• Collaborative problem-solving and continuous improvement approach.

Company Website: www.rapyd.net

📝 Enhancement Note: Rapyd's global presence and diverse team provide ample opportunities for professional growth and exposure to international markets. The company's commitment to innovation and customer success creates an exciting work environment for the right candidate.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Level (2-5 years)

Reporting Structure: The Escalation Engineer will report directly to the Head of Customer Success and work closely with cross-functional teams.

Technical Impact: This role will have a significant impact on Rapyd's ability to maintain high service standards and ensure client satisfaction. The Escalation Engineer's technical expertise and problem-solving skills will be crucial in driving issue resolution and minimizing downtime.

Growth Opportunities:

• Technical Growth: Opportunities to deepen technical expertise and specialize in specific areas of interest within the fintech industry.
• Leadership Growth: Potential to take on more significant responsibilities and lead projects or teams as the company continues to grow.
• Career Progression: With experience and demonstrated success, candidates may progress into senior technical roles, management positions, or specialized expert roles within Rapyd.

📝 Enhancement Note: Rapyd's commitment to employee growth and development, coupled with its strong focus on customer success, creates an environment where high-performing individuals can thrive and advance their careers.

🌐 Work Environment

Office Type: Modern, collaborative office space with state-of-the-art technology and amenities.

Office Location(s): Dubai, United Arab Emirates

Workspace Context:

• Open-plan office with dedicated workspaces for each employee.
• Access to collaboration areas, meeting rooms, and breakout spaces.
• On-site cafeteria and other employee amenities.

Work Schedule: Standard working hours (Sunday to Thursday, 9:00 AM to 6:00 PM GST) with occasional on-call duties to support production outages and maintenance windows.

📝 Enhancement Note: Rapyd's Dubai office provides a modern, collaborative work environment that fosters innovation and teamwork. The on-site amenities and flexible work arrangements contribute to a positive work-life balance for employees.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills and cultural fit (30 minutes).
2. Technical Assessment: A hands-on assessment to evaluate problem-solving skills and technical proficiency (60-90 minutes).
3. Behavioral Interview: A discussion-focused interview to assess soft skills, work experience, and career aspirations (60 minutes).
4. Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role and the company (30-60 minutes).

Portfolio Review Tips: Not applicable, as this role is not web development-specific.

Technical Challenge Preparation:

• Brush up on REST APIs, SQL, and Postman.
• Review system architecture principles and best practices.
• Prepare examples of complex technical issues you have resolved in previous roles and be ready to discuss your problem-solving approach.

ATS Keywords: Technical Support, Sales Engineer, Escalation, API, REST, SQL, Postman, Log Inspection, System Architecture, Problem Solving, Communication, Team Player, Jira, Confluence, Fintech, Customer Success

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, problem-solving skills, and cultural fit. Candidates should be prepared to discuss their experience with APIs, SQL, and system architecture, as well as provide examples of complex technical issues they have resolved in previous roles.

🛠 Technology Stack & Web Infrastructure

As this role is not web development-specific, there is no relevant technology stack or web infrastructure to discuss. However, candidates should be familiar with the following tools and technologies:

• APIs (REST)
• SQL
• Postman
• Jira
• Confluence

📝 Enhancement Note: While this role is not web development-specific, a strong understanding of APIs, SQL, and system architecture is essential for success in this role. Candidates should be prepared to discuss their experience with these technologies and provide examples of how they have used them to resolve complex technical issues in previous roles.

👥 Team Culture & Values

Web Development Values:

• Customer-centric approach and a commitment to ensuring client satisfaction.
• Collaborative problem-solving and continuous improvement.
• Strong technical expertise and a deep understanding of system architecture.
• Excellent communication skills and a customer-focused mindset.

Collaboration Style:

• Cross-functional collaboration with engineering, product, and sales teams.
• Regular team meetings and stand-ups to discuss progress, address issues, and plan next steps.
• A supportive and inclusive work environment that fosters open communication and knowledge sharing.

📝 Enhancement Note: Rapyd's team culture is built on a foundation of collaboration, innovation, and customer success. The ideal candidate will be a strong team player with excellent communication skills and a customer-centric mindset.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing major production outages and resolving complex technical issues under pressure.
• Analyzing production traffic and identifying design gaps to improve transaction processing.
• Participating in the features development life cycle and contributing to the design and implementation of new features.

Learning & Development Opportunities:

• Opportunities to deepen technical expertise and specialize in specific areas of interest within the fintech industry.
• Access to training and development resources to support career growth and progression.
• Exposure to a diverse range of clients and projects, providing opportunities to learn and develop new skills.

📝 Enhancement Note: The Escalation Engineer role presents a unique opportunity to gain exposure to a wide range of technical challenges and develop a deep understanding of the fintech industry. Candidates should be prepared to embrace these challenges and seek out opportunities for learning and growth.

💡 Interview Preparation

Technical Questions:

• APIs: Be prepared to discuss your experience with APIs, including REST APIs, and how you have used them to resolve technical issues in previous roles.
• SQL: Brush up on your SQL skills and be prepared to discuss how you have used SQL to query and manipulate data in previous roles.
• System Architecture: Review system architecture principles and best practices, and be prepared to discuss your understanding of complex system architecture and how you have used it to diagnose and resolve technical issues.

Company & Culture Questions:

• Customer Success: Be prepared to discuss your approach to customer success and how you have ensured client satisfaction in previous roles.
• Collaboration: Discuss your experience working with cross-functional teams and how you have contributed to a collaborative and inclusive work environment.
• Problem-Solving: Prepare examples of complex technical issues you have resolved in previous roles and be ready to discuss your problem-solving approach.

Portfolio Presentation Strategy: Not applicable, as this role is not web development-specific.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, problem-solving skills, and cultural fit. Candidates should be prepared to discuss their experience with APIs, SQL, and system architecture, as well as provide examples of complex technical issues they have resolved in previous roles.

📌 Application Steps

To apply for this Escalation Engineer position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your relevant experience with APIs, SQL, and system architecture.
3. Prepare for the technical assessment by brushing up on your skills and reviewing relevant technologies.
4. Research Rapyd's company culture and values to ensure a strong fit for the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and fintech industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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