Customer Support Intern (TechOps)

Job description

## **About the Job** As a Customer Support Intern at Lean, you will be at the forefront of investigating real client issues from day one as they integrate and use our financial APIs. You’ll join a small, collaborative team where your technical expertise and proactive mindset will directly impact both our clients’ success and our internal operations. Support at Lean is expanding into TechOps: proactive monitoring that catches problems before clients notice them. Senior engineers on the team lead that work. You'll work alongside them, learn how our monitoring and alerting is built, and if you show the technical depth, take on a scoped piece of extending it. ## **About Lean** Lean is the leading financial infrastructure provider in the Middle East. We power some of the region’s largest companies with APIs that enable payments, account verification, financial data access, and other critical financial infrastructure. What started as the region’s pioneering Open Banking platform and quickly became the de facto leader in account aggregation and payment initiation in the region is now becoming something bigger: a multi-product infrastructure company powering payments, data, and lending across MENA. We’ve processed billions of dollars in transactions. We’re trusted by 350+ clients - from Tabby and Tas’heel to Hungerstation - and backed by General Catalyst, Sequoia, and Shorooq. Our $67.5M Series B was just the beginning. We’re expanding into new markets, opening offices, acquiring businesses, and building capabilities that didn’t exist here before. ## **Responsibilities** - Respond to client issues via Plain, Slack, MS Teams and email, and join client calls alongside senior team members - Investigate and triage API and product issues using Elasticsearch, SQL, Postman, and our internal admin panels, and resolve the ones within your scope - Escalate bugs and feature requests to engineering and product with enough context that nobody has to ask a follow-up question - Turn every recurring issue you solve into documentation: FAQs, runbooks, or client-facing guides - Shadow incident response and on-call rotations to learn how we handle production issues - Run basic QA testing during triage to confirm whether an issue is a bug, a configuration problem, or client-side - Work with senior support engineers on proactive monitoring, and take on a scoped improvement to our alerting or dashboards if you show the depth for it - Provide feedback that helps tune our AI support agent, enabling it to take on the easier tickets and freeing you up to focus on the more complex issues - Flag gaps in our support processes and tools, and propose fixes ## **What we're looking for** - Currently pursuing or recently completed a degree in Computer Science, Software Engineering, Information Systems, or a related field - Hands-on experience calling APIs, ideally with Postman - Basic SQL: you can write SELECT queries with filtering, JOINs, and aggregation on your own - Able to read logs and follow code in at least one programming language - Fluent or native Arabic speaker - A working understanding of how client-server systems and authentication (e.g. OAuth) work - Evidence you've debugged something on your own initiative: a side project, a hackathon, a broken setup you fixed and can explain - Clear technical writing. You can explain a problem and its fix to someone who wasn't in the room - Ownership. You stay on an issue until it's resolved, not just until it's handed off - Interest in fintech, payments, or open banking *NB. While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!!* ## **Why Join us?** We’re building the financial infrastructure for MENA. Not as a slogan, as a fact. Since 2019, we’ve become the first regulated Open Banking and Open Finance company operating across the UAE and Saudi Arabia. We’ve processed billions of dollars. We connect millions of accounts. We enable companies like Binance, Careem, and Etisalat to build products that were previously impossible in this region. Our recent $67.5M Series B from General Catalyst and Sequoia isn’t just validation: it’s fuel. We’re expanding into new markets, launching new products, and setting the pace for what financial innovation looks like in MENA. We solve hard problems. We move fast. We hold ourselves to a high standard. And we’re looking for people who’ve done this before to help us do it right. If you’re motivated by building something that lasts, not just something that scales, Lean is where you need to be. Not only do we offer competitive salaries, private healthcare, and flexible office hours, but we also insist that every member of the team hold a meaningful equity stake in the business to ensure long-term alignment. We'd love you to join us for this journey! *Lean is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.* *When applying for a job at Lean Technologies, we will need to collect, use and share Personal Data about you with different members of our team during the application process. This may mean transferring your data to members of the team in one of our office locations worldwide outside of the country you are in. Please refer to our Privacy Notice on our website for more information about how we may use and store your Personal Data*