Senior Customer Support Engineer

Tangent International is a dynamic organization focused on connecting skilled professionals with meaningful career opportunities. The company offers a range of roles, including the Senior Customer Support Engineer position, which highlights its commitment to technical expertise and customer-centric solutions. While specific details about Tangent International's industry, size, or locations are not provided, the job titles suggest an emphasis on technology and service delivery. The company appears to operate in a sector that values problem-solving, innovation, and professional growth. By providing platforms for career advancement, Tangent International supports individuals seeking to enhance their skills and contribute to impactful projects. Its approach reflects a dedication to fostering talent and maintaining high standards in customer engagement and technical support.

Senior Customer Support Engineer Cairo, Remote, US Shift About the Role We are hiring a Senior Customer Support Engineer to join a global fraud prevention and authentication software business supporting leading banks and payment providers worldwide. This is a second-tier technical support role focused on resolving complex product, API and infrastructure issues across enterprise environments. You will work closely with banking clients, internal engineering teams and regional support colleagues to diagnose, investigate and resolve high-impact technical challenges. The role is remote, with monthly in-person team meetups in Cairo. Why This Role Exists The business is intentionally hiring a more senior profile who can bring technical depth, strong customer communication and stability within the region. The expectation is that this individual will become one of the technical anchors in the team within the first 6 months. You will join during a period of growth and platform innovation, supporting fraud prevention and authentication products used by Tier-1 financial institutions globally. What You Will Be Doing Acting as second-tier support for complex production issues Investigating logs and analysing system behaviour across application, API and database layers Troubleshooting application server and database-related issues Supporting API and integration investigations, including REST and SOAP-based services Managing escalations from frontline support teams Communicating directly with enterprise banking clients during live incidents Collaborating with Product and Engineering to resolve deeper platform issues Taking ownership of issues through to full resolution Contributing to documentation and continuous improvement initiatives The support split is approximately 80 percent email and 20 percent calls. This is not a development role. There is no coding requirement, but strong technical investigation and troubleshooting capability is essential. What We Are Looking For Experience 4 to 5+ years in a technical customer support or application support role Experience supporting complex, multi-tier software environments Experience working with enterprise customers in production environments Technical Capability Strong troubleshooting approach with the ability to investigate issues across multiple system layers Experience analysing logs and performing root cause analysis Exposure to Java-based environments and enterprise application servers Experience working with databases and SQL in a troubleshooting context Experience investigating APIs, integrations or web services (REST or SOAP) Understanding of infrastructure fundamentals such as networking, authentication or system connectivity Communication & Ownership Strong English communication skills, both written and verbal Ability to clearly explain technical issues in customer-facing situations Comfortable handling escalations and working under pressure Takes ownership of issues and drives them through to resolution Experience supporting banking, fintech, fraud or payments platforms is beneficial but not essential. Working Pattern Remote role, Cairo-based candidates preferred US hours, approximately 5pm to 1am local time On-call rotation once per month after ramp-up The Environment You will join a globally established software business serving hundreds of enterprise customers, including major international banks. The culture is collaborative and ownership-driven. Engineers are encouraged to take initiative, improve processes and contribute to how the team operates, rather than simply handling ticket volume. Why Join This is an opportunity to operate at enterprise scale, supporting high-impact fraud prevention and authentication platforms used by global financial institutions. You will gain exposure to complex systems, develop deeper technical troubleshooting skills and establish yourself as a senior technical presence within a growing regional team. Show more

A Senior Customer Support Engineer provides technical assistance and guidance to resolve complex customer issues. They collaborate with teams to ensure effective support solutions and maintain high service standards.