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Technical Support Specialist

VoPay International Inc. - Doha, Qatar

Full-Time On-Site | Non-Standard Shift (may include evenings/weekends)

About VoPay

VoPay’s Fintech-as-a-Service platform enables any business to embed financial services and payment capabilities into their existing applications, products, or services through a single, scalable API. Our integrated technology gives product managers and developers the flexibility and speed to build innovative financial solutions in a rapidly evolving industry.

The Opportunity

VoPay is building an in-house Production Support team in Doha, Qatar. This team is expected to operate at a Level 2 support capacity, taking ownership of technical investigations, production monitoring, and operational support. As routine support tasks continue to become more automated, this role will focus on solving more complex customer issues, investigating platform behavior, and supporting critical business operations.

This is not a traditional help desk position where success is measured by responding quickly or following scripts. We are looking for individuals who enjoy investigating problems, thinking critically, taking ownership, and solving issues independently whenever possible.

Key responsibilities:

Customer and Partner Support

• Own customer and partner issues from investigation through resolution or complete handoff
• Investigate customer issues using internal support tools before escalating
• Provide clear, professional communication throughout the lifecycle of every case
• Interface directly with a partner's technical or development team when an issue requires walking through integration behavior together
• Meet established service level expectations while maintaining a high standard of quality

Technical Investigation

• Investigate payment transactions across multiple payment methods including EFT, Interac e-Transfer, ACH, Account Transfers, Credit Card, and other supported payment rails
• Understand transaction lifecycles including Pending, In Progress, Successful, Failed, Returned, Reversed, Cancelled, Expired, and other processing states
• Analyze transaction histories, funding flows, payout flows, collections, settlement timing, and hold periods
• Read API responses, JSON payloads, HTTP status codes (e.g., 400 vs. 500 errors), error messages, transaction records, and other technical data to determine likely causes
• Determine whether issues are caused by customer actions, account configuration, banking partners, payment networks, or the VoPay platform
• Identify recurring issues affecting multiple customers and proactively flag potential platform problems

Portal Support

• Support and troubleshoot VoPay customer and partner portals.
• Investigate issues related to user access, permissions, account configuration, authentication, and portal functionality.
• Reproduce reported issues and gather complete information before escalating product defects.
• Assist customers with portal configuration and feature related questions.

Production Support

• Monitor production alerts, operational dashboards, and support queues.
• Investigate production issues and assess customer impact.
• Escalate incidents according to established procedures and severity guidelines.
• Support production operations during assigned shifts, including evenings, weekends, and holidays as required.

Escalation and Documentation

• Complete reasonable investigation before escalating issues to Engineering or senior team members.
• Provide complete escalation context including account information, transaction IDs, investigation steps, error details, and supporting evidence.
• Maintain accurate ticket documentation and internal notes.
• Contribute to improving SOPs, knowledge articles, and internal documentation.

Required Qualifications:

• 2+ years of experience in technical support, production support, application support, or a similar technical role
• Strong analytical and problem-solving skills with the ability to investigate issues independently
• Comfortable working with APIs, JSON, HTTP status codes, transaction records, logs, and other technical data
• Medium-level SQL proficiency (e.g., MySQL or PostgreSQL) to query transaction data, payment states, and account configurations
• Excellent written English communication skills
• High attention to detail and the ability to identify patterns across multiple support cases
• Comfortable managing competing priorities in a fast-paced production environment
• Ability to work non-standard shifts, including evenings, weekends, and holidays

Preferred Qualifications:

• Experience in fintech, payments, banking, or SaaS.
• Experience with Zendesk or similar ticketing platforms.
• Familiarity with monitoring tools such as Datadog
• Exposure to payment network return/failure codes (e.g., NSF and other decline reasons)
• Understanding of payment processing and transaction lifecycles, and operational support.

Compensation Range

TBD

Pay: QAR3,642.52 - QAR10,574.46 per month

Work Location: In person