Customer Support (TechOps)

About the Role

Lean Technologies is seeking a Customer Support (TechOps) Intern to join its team in Riyadh, Saudi Arabia. This internship, designed for individuals with 0-1 years of experience, focuses on investigating client issues related to financial API integration and usage. The role involves working within a collaborative team to impact client success and internal operations, with a focus on expanding into proactive monitoring.

About Lean Technologies

Lean Technologies is a financial infrastructure provider in the Middle East, offering APIs for payments, account verification, and financial data access. The company, which began as an Open Banking platform, is expanding into a multi-product infrastructure company supporting payments, data, and lending across MENA. Lean has processed billions of dollars in transactions, serves over 350 clients, and is backed by investors including General Catalyst, Sequoia, and Shorooq.

Key Responsibilities

• Respond to client issues through various channels including Plain, Slack, MS Teams, and email, and participate in client calls with senior team members.
• Investigate and triage API and product issues using tools such as Elasticsearch, SQL, Postman, and internal admin panels, resolving issues within scope.
• Escalate bugs and feature requests to engineering and product teams with comprehensive context.
• Create documentation, including FAQs, runbooks, or client-facing guides, for recurring issues.
• Shadow incident response and on-call rotations to understand production issue management.
• Conduct basic QA testing during triage to identify the nature of an issue (bug, configuration, or client-side).
• Collaborate with senior support engineers on proactive monitoring initiatives and contribute to alerting or dashboard improvements based on demonstrated technical depth.
• Provide feedback to refine the AI support agent, enabling it to handle simpler tickets.
• Identify and propose solutions for gaps in support processes and tools.

Qualifications and Requirements

• Currently pursuing or recently completed a degree in Computer Science, Software Engineering, Information Systems, or a related field.
• Practical experience with API calls, preferably using Postman.
• Proficiency in basic SQL, including writing SELECT queries with filtering, JOINs, and aggregation.
• Ability to read logs and understand code in at least one programming language.
• Working knowledge of client-server systems and authentication mechanisms (*, OAuth).
• Demonstrated initiative in debugging, evidenced by a side project, hackathon participation, or a self-resolved technical issue.
• Clear technical writing skills, capable of explaining problems and solutions effectively.
• Strong sense of ownership, ensuring issues are resolved from initiation to completion.
• Interest in fintech, payments, or open banking.

Work Environment

This is an internship position based in Riyadh, Saudi Arabia, offering an opportunity to work within a small, collaborative team. The role involves working closely with senior engineers, particularly in the expanding area of TechOps and proactive monitoring.

Application Process

The salary for this position will be discussed during the interview process. Interested candidates are encouraged to apply.