Senior Support Engineer (Production Monitoring & IT Operations)

Senior Support Engineer (Production Monitoring & IT Operations)

VoPay International Inc. - Doha, Qatar

Full-Time On-Site

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

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.

Key responsibilities: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