Amazon Payment Services is a regional expert in payment processing technology and solutions across major markets in the GCC, operating in the UAE, Saudi Arabia, Egypt, Lebanon, Jordan, Oman, Kuwait, and Qatar. We design and develop our services to make it as easy as possible to make online payments for businesses with our simple, secure, and innovative payment services.
We seek a dynamic, ambitious, and customer-obsessed Integration Support Engineer who is passionate about providing technical solutions to our merchants. Integration Support engineers are part of the Integration team, which owns merchants onboarding and offers technical support for all our existing and new merchants in our roadmap.
This team's overarching goal is consistently improving merchant experience and driving operational excellence according to Amazon's Customer obsession philosophy. Their primary focus is to integrate a maximum number of merchants with our payment gateway in the least possible turnaround time while achieving the highest merchant satisfaction and quality results.
Key job responsibilities
- Provide independent integration support for enterprise merchants across all severity levels.
- Act as a subject matter expert in one or more payment services, handling escalations related to those services.
- Assess merchant technical practices for development, design, and operations, recommending best methods for scalable service operations.
- Manage high-severity incidents independently while balancing short-term workarounds with long-term solutions.
- Demonstrate strong operational troubleshooting skills, leveraging deep knowledge of platform architecture, API documentation, and debugging techniques.
- Provide strategic guidance to merchants, helping them make informed trade-offs regarding integrations, balancing risk, performance, and scalability (e.g., identifying downstream bottlenecks, managed vs. unmanaged services).
- Lead technical deep dives and detailed root cause analysis for complex issues, driving resolution across internal stakeholders and external partners.
- Collaborate closely with Infosec and Engineering teams to mitigate security risks and vulnerabilities.
- Recognize patterns in recurring integration challenges, proactively identifying solutions and improving operational processes.
- Mentor and train junior Support Engineers, developing internal knowledge resources.
- Take part in on-call rotation to manage Sev-2 and higher support incidents, coordinating across teams to drive resolution efficiently.
- Create effective public content, such as technical documentation, troubleshooting guides, and FAQs, to enhance self-service capabilities for merchants and internal teams.
- 3+ years of technical support experience
- 1+ years of software development with object oriented language experience
- Bachelor's degree in computer science or equivalent
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