Senior Support Engineer (Production Monitoring & IT Operations)

Overview

About VoPay

The Opportunity

• We are hiring a Senior Support Engineer to join our growing Doha team, supporting VoPay’s production operations across North America, while contributing to our expanding global presence in Qatar and the broader MENA region.
• This is a hybrid technical role that combines:
• Production monitoring and incident response
• Advanced L3 technical investigation
• Internal IT and systems ownership for the Doha office
• The role is focused on moving beyond traditional ticket-based support into a more proactive, systems-driven approach, identifying issues early, investigating root causes, and accelerating resolution in collaboration with Engineering.
• This role also acts as the on-site IT point of contact in Doha, supporting a growing team and ensuring a secure, reliable, and scalable working environment.

Production Monitoring & Incident Response

• Monitor production systems, transaction flows, and operational alerts across VoPay’s platform
• Identify and investigate failed or delayed transactions, API errors, integration issues, and system anomalies
• Detect patterns such as stuck transactions, processing delays, and partial system failures
• Take ownership of production incidents during assigned hours, ensuring timely investigation, impact assessment, and communication
• Support North America operations during off-hours while contributing to global operational coverage

Advanced Technical Investigation (Senior L3)

• Investigate complex issues across APIs, integrations, transaction processing, and system configurations
• Perform root cause analysis and determine expected vs unexpected behavior, required actions, and long-term improvements
• Analyze logs, system metrics, and performance data to diagnose issues
• Apply operational workarounds to reduce impact where appropriate
• Collaborate with Engineering to reproduce issues, validate fixes, and provide detailed technical context

Solution Contribution & Engineering Collaboration

• Contribute to implementing fixes for identified issues, including scripts, configuration updates, and minor code changes where appropriate
• Support validation and testing of fixes prior to release
• Follow established Engineering review, approval, and deployment processes
• This role does not independently deploy production changes but plays a key role in accelerating resolution

Internal IT & Office Systems Ownership (Doha)

• Own identity and access management across Microsoft Entra ID and Google Workspace, including onboarding, offboarding, and role-based access control
• Manage device lifecycle, including provisioning, configuration, updates, and compliance (e.g. Windows, BitLocker, endpoint tools such as Ninja RMM)
• Maintain endpoint security and device health (e.g. Bitdefender) and enforce access and security policies
• Ensure a secure and reliable office environment, including private network setup over shared infrastructure and secure connectivity (e.g. VPN such as Tailscale)
• Identify and mitigate risks related to unsecured networks, device access, and system security
• Act as the local IT point of contact, supporting team growth and coordinating with global teams when needed

Process Improvement & Documentation

• Create and maintain SOPs, runbooks, and troubleshooting documentation
• Improve monitoring coverage, alerting quality, and incident response workflows
• Identify gaps in tooling, visibility, and processes and propose improvements

Cross Functional Collaboration

• Work closely with Engineering, Product, and Customer Success teams
• Translate technical issues into operational and customer impact
• Provide technical guidance and insights to internal stakeholders
• Critical qualifications:

Experience & Technical Support

• 5+ years of experience in a technical support, systems, or backend-adjacent role (L2 or L3 level)
• Demonstrated experience owning complex production issues end-to-end in a senior or escalation-level support role
• Strong experience in SaaS, fintech, or API-driven environments4

Technical Skills

• Strong understanding of APIs, integrations, and transaction-based systems
• Experience with SQL (MySQL or similar) for investigation and analysis
• Experience analyzing logs, monitoring tools, and production system behavior
• Familiarity with production monitoring and alerting tools (e.g. Datadog, CloudWatch, or similar)

Incident & Systems Thinking

• Strong understanding of incident management and response workflows
• Ability to proactively identify patterns and detect issues before escalation
• Ability to independently investigate and diagnose complex issues across multiple systems

IT & Systems

• Experience managing identity and access (Microsoft Entra ID, Google Workspace)
• Familiarity with endpoint management tools (e.g. Ninja RMM or similar)
• Understanding of device security (BitLocker, antivirus solutions)
• Understanding of office connectivity and secure access (VPN such as Tailscale or similar)

Core Competencies

• Strong problem-solving and analytical thinking
• High ownership and accountability in production environments
• Ability to operate independently during off-hours or high-pressure situations
• Excellent communication skills, with the ability to explain technical issues clearly
• Comfortable working in a fast-paced, cross-functional environment
• Additional desirable qualifications:
• Experience with payment systems or fintech platforms
• Basic scripting or backend development experience
• Familiarity with cloud environments (AWS or similar)
• Experience supporting integrations or partner onboarding