Senior Support Engineer

About the Job

We’re hiring a Senior Support Engineer to initially support the operations of a recently acquired company operating in the crypto payments space. Over time, this role will expand to include support for Lean’s core financial API products.

In the initial phase, you’ll focus on operational support tasks such as providing transaction status updates to end users and investigating cases where funds have not been credited. This will require hands-on coordination with payout partners, including voice communication and manual follow-ups.

As you grow into the role, you’ll receive training on Lean’s products and gradually begin supporting our B2B API clients. You’ll play a key role in bridging knowledge between the crypto support workflows and Lean’s broader support function.

This role is ideal for someone who works well independently, enjoys structured troubleshooting, and has a strong interest in fintech and crypto.

The Moment

Lean has tripled in size over the past twelve months. We’re on track to triple again next year.

What started as the region’s pioneering Open Finance platform is now becoming something bigger: a multi-product infrastructure company powering payments, data, and lending across MENA. We’re expanding into new markets, opening offices, acquiring businesses, and building capabilities that didn’t exist here before.

We’ve processed billions of dollars in transactions. We’re trusted by 300+ clients - from Tabby and Tas’heel to Hungerstation - and backed by General Catalyst, Sequoia, and Shorooq. Our $67.5M Series B was just the beginning.

WHAT YOU’LL OWN

• Serve as the primary point of contact for end-users and partners, responding promptly via ticketing systems, Slack, email, WhatsApp, and occasional calls.

• Investigate, triage, and resolve transaction-related issues, including delayed, failed, or uncredited funds across crypto payment flows.

• Analyze and verify blockchain transactions using relevant explorers and tools; confidently trace transaction hashes, wallet addresses, confirmations, gas fees, and network status to determine root causes.

• Coordinate directly with payout partners, including voice communication when required, to trace and resolve payment issues.

• Prioritize incoming requests effectively, maintain clear internal documentation, and ensure timely follow-ups.

• Escalate recurring issues, bugs, operational risks, and feature requests to engineering and product teams with structured context, clear reproduction steps, and impact summaries.

• Participate in incident management processes, contributing to investigations, structured communication, and basic QA validation where needed.

• Use internal and external tools (e.g., Postman, logs, SQL, admin panels, blockchain explorers) to investigate and resolve API and product-related issues as responsibilities expand.

• Document workflows, common issues, FAQs, and resolution steps to strengthen knowledge resources and improve team efficiency.

• Identify recurring patterns and proactively suggest improvements to processes, tools, and tracking systems.

• Support knowledge sharing between crypto workflows and the broader Lean support team as the role expands to additional products.

What we're looking for

• Experience working with APIs; Postman experience is essential

• Solid understanding of how blockchain networks operate, including transaction lifecycle, confirmations, gas fees, wallet addresses, mempool behavior, and common failure scenarios

• Ability to read logs and understand technical systems

• Good understanding of client-server architecture and OAuth basics

• Medium-level SQL skills (SELECT, JOINs, filtering, aggregations, date functions, CASE, UNION)

• Strong troubleshooting and problem-solving skills

• Experience supporting B2B or enterprise clients

• Comfortable communicating with partners over voice and written channels

• Able to work independently and take ownership of tasks

• Comfortable with ambiguity and evolving responsibilities

• Strong written documentation skills

• Fluent English (other languages are a plus)

Nice to Have

• Experience in fintech (especially payments or banking)

• Exposure to or strong interest in crypto/web3

• Basic QA experience

• Experience coordinating with third-party partners

NB. While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!!

WHY JOIN US?

We’re building the financial infrastructure for MENA. Not as a slogan, as a fact.

Since 2019, we’ve become the first regulated Open Banking and Open Finance company operating across the UAE and Saudi Arabia. We’ve processed billions of dollars. We connect millions of accounts. We enable companies like Binance, Careem, and Etisalat to build products that were previously impossible in this region.

Our recent $67.5M Series B from General Catalyst and Sequoia isn’t just validation: it’s fuel. We’re expanding into new markets, launching new products, and setting the pace for what financial innovation looks like in MENA.

We solve hard problems. We move fast. We hold ourselves to a high standard. And we’re looking for people who’ve done this before to help us do it right.

If you’re motivated by building something that lasts, not just something that scales, Lean is where you need to be.

Not only do we offer competitive salaries, private healthcare, and flexible office hours, but we also insist that every member of the team hold a meaningful equity stake in the business to ensure long-term alignment. We'd love you to join us for this journey!

Lean is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

When applying for a job at Lean Technologies, we will need to collect, use and share Personal Data about you with different members of our team during the application process. This may mean transferring your data to members of the team in one of our office locations worldwide outside of the country you are in. Please refer to our Privacy Notice on our website for more information about how we may use and store your Personal Data