Urwah Admin

Tangent International

<div>
 
 
 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
 
 
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 Acting as second-tier support for complex production issues
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 Investigating logs and analysing system behaviour across application, API and database layers
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 Troubleshooting application server and database-related issues
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 Supporting API and integration investigations, including REST and SOAP-based services
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 Managing escalations from frontline support teams
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 Communicating directly with enterprise banking clients during live incidents
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 Collaborating with Product and Engineering to resolve deeper platform issues
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 Taking ownership of issues through to full resolution
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 Contributing to documentation and continuous improvement initiatives
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 </ul>
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 </li>
 
 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
 
 
 <ul>
 <li>
 4 to 5+ years in a technical customer support or application support role
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 Experience supporting complex, multi-tier software environments
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 Experience working with enterprise customers in production environments
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 </ul>
 
 
 
 
 
 Technical Capability
 
 
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 Strong troubleshooting approach with the ability to investigate issues across multiple system layers
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 Experience analysing logs and performing root cause analysis
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 Exposure to Java-based environments and enterprise application servers
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 Experience working with databases and SQL in a troubleshooting context
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 Experience investigating APIs, integrations or web services (REST or SOAP)
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 Understanding of infrastructure fundamentals such as networking, authentication or system connectivity
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 </ul>
 
 
 
 
 
 Communication &amp; Ownership
 
 
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 Strong English communication skills, both written and verbal
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 Ability to clearly explain technical issues in customer-facing situations
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 Comfortable handling escalations and working under pressure
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 Takes ownership of issues and drives them through to resolution
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 </ul>
 
 Experience supporting banking, fintech, fraud or payments platforms is beneficial but not essential.
 
 
 
 
 
 
 Working Pattern
 
 
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 Remote role, Cairo-based candidates preferred
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 US hours, approximately 5pm to 1am local time
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 On-call rotation once per month after ramp-up
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 </ul>
 
 
 
 
 
 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.
 
</div>

Senior Customer Support Engineer

<div>
 
 
 Lead CX Functional Consultant &ndash; Oracle CX
 
 
 
 Overall Experience: 8&ndash;12 years
 
 
 Oracle CX Experience: 5 years
 
 
 
 
 
 
 Role Overview
 
 
 
 We are seeking an experienced Senior CX Functional Consultant with strong expertise in Oracle CX to design, implement, and support enterprise CRM solutions across Sales, Service, CPQ, Field Service, and Marketing. The role involves close collaboration with business stakeholders to deliver scalable, business‑aligned customer experience solutions.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Gather and analyse business requirements; translate them into functional CX solutions
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 Design, configure, and customize Oracle Fusion Sales &amp; Service Cloud using Application Composer
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 Support Oracle CPQ configurations including pricing rules, discounting, approvals, and quoting
 </li>
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 Configure Oracle Field Service Cloud (OFSC) for routing, capacity, and workforce optimization
 </li>
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 Implement Service Request lifecycles, SLAs, milestones, and notifications
 </li>
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 Support Redwood UI and Redwood JET components for enhanced UX
 </li>
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 Manage data migration, integrations, and API testing (REST/SOAP)
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 Lead CRPs, client demos, UAT, and post‑go‑live support
 </li>
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 Create reports and dashboards, support Oracle SR resolution
 </li>
 </ul>
 
 
 
 
 
 Core Skills &amp; Technologies
 
 
 <ul>
 <li>
 Oracle Fusion Sales Cloud
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 Oracle Fusion Service Cloud
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 Oracle CPQ
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 Oracle Field Service Cloud (OFSC)
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 Oracle Marketing Cloud (Eloqua)
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 Redwood UI &amp; Redwood JET
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 <li>
 Salesforce CRM (functional exposure)
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 <li>
 REST &amp; SOAP APIs (Postman, SoapUI)
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in IT, Computer Science, or related field
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 5+ years of hands‑on Oracle CX experience
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 Strong stakeholder management and communication skills
 </li>
 <li>
 Experience in consulting or large enterprise CRM implementations preferred
 </li>
 <li>
 Role Level: Senior / Lead CX Functional Consultant
 </li>
 </ul>
 
 
</div>

Lead CX Functional Consultant

Join Tangent International and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Tangent International

About Company

Senior Customer Support Engineer

Lead CX Functional Consultant