Customer Support Intern (TechOps)

Role Overview

Customer Support Intern (TechOps) at Lean Technologies. You will investigate real client issues as they integrate and use financial APIs, working alongside senior engineers on proactive monitoring and alerting systems.

Company Overview

Lean is the leading financial infrastructure provider in the Middle East, powering some of the region's largest companies with APIs for payments, account verification, financial data access, and critical financial infrastructure. The company has processed billions of dollars in transactions, is trusted by 350+ clients including Tabby, Tas'heel, and Hungerstation, and is backed by General Catalyst, Sequoia, and Shorooq. Following a $67.5M Series B, Lean is expanding into new markets, opening offices, acquiring businesses, and building capabilities across MENA. The company operates as the first regulated Open Banking and Open Finance provider across the UAE and Saudi Arabia.

Role Purpose

You will be at the forefront of supporting client integration with Lean's financial APIs while learning how proactive monitoring and alerting systems are built. Your technical expertise and proactive mindset will directly impact both client success and internal operations within a small, collaborative team.

Key Responsibilities

Client Support & Communication

• Respond to client issues via Plain, Slack, MS Teams, and email
• Join client calls alongside senior team members
• Provide clear technical writing that explains problems and fixes to stakeholders

Investigation & Troubleshooting

• Investigate and triage API and product issues using Elasticsearch, SQL, Postman, and internal admin panels
• Resolve issues within your scope
• Run basic QA testing during triage to confirm whether an issue is a bug, a configuration problem, or client-side
• Shadow incident response and on-call rotations to learn production issue handling

Documentation & Process Improvement

• Turn every recurring issue you solve into documentation including FAQs, runbooks, and client-facing guides
• Flag gaps in support processes and tools
• Propose fixes to identified gaps

Escalation & Engineering Partnership

• Escalate bugs and feature requests to engineering and product with sufficient context to prevent follow-up questions
• Work with senior support engineers on proactive monitoring
• Take on a scoped improvement to alerting or dashboards if you demonstrate the technical depth

AI & Tools Optimization

• Provide feedback that helps tune the AI support agent, enabling it to handle easier tickets
• Free yourself to focus on complex issues

Qualifications & Experience

• 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: able to write SELECT queries with filtering, JOINs, and aggregation independently
• Ability to read logs and follow code in at least one programming language
• Fluent or native Arabic speaker
• Working understanding of how client-server systems and authentication (e.g. OAuth) work
• Evidence of independent debugging: a side project, hackathon participation, or a broken setup you fixed and can explain
• Interest in fintech, payments, or open banking

Skills & Competencies

• Technical expertise in API integration and investigation
• Proficiency with Elasticsearch, SQL, and Postman
• Log reading and code comprehension skills
• Clear technical writing ability
• Ownership mindset: staying on issues until resolved, not just until handoff
• Proactive mindset

Additional Information

Lean offers competitive salaries, private healthcare, and flexible office hours. Every team member holds a meaningful equity stake in the business to ensure long-term alignment. Lean is an equal opportunity workplace and affirmative action employer 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.