Technical Customer Success Manager

Fuse is on a mission to bring real time cross border payments to the Middle East and Asia, helping global businesses to access the region without changing their payment stack. We believe MENA presents one of the most exciting payment opportunities in the world today - as one of the most financially isolated but fastest growing markets globally, the region is evolving fast and Fuse is providing the infrastructure required to keep up.

To date we've raised over $8.6mn to help us radically change how money moves in and out of MENA, from some of the best investors including Northzone, Flourish, Raba, and Alter Global. With our head office in Dubai, we're trusted by payment companies and enterprise businesses all over the world to provide the crucial infrastructure for money movement in the region. Processing payments to contractors on Deel, hosts on Airbnb, sellers on Etsy, and many more global brands is just the beginning.

We're looking for people that love what they do and are passionate about making local payments accessible to brands all over the world.

The Role

We’re looking for a Technical Customer Success Manager to own the customer experience across both technical and non-technical touchpoints. You’ll support everything from API troubleshooting to product questions, onboarding, and internal enablement—acting as a critical link between our customers, product, engineering, and sales teams.

This isn’t a traditional support role. You’ll work closely with customers to help them succeed, identify opportunities to improve the product, and provide internal teams with clear, technically grounded insights.

Responsibilities Include:

Customer Support & Success

• Serve as the main point of contact for clients post-sale, building strong, long-term partnerships and support with technical customer queries, including API usage, authentication, and error debugging
• Answer non-technical product questions and guide users on setup, configuration, and usage best practices
• Support customer onboarding with guides, walkthroughs, and optional sessions to accelerate time-to-value
• Proactively monitor client usage and performance, identify issues or opportunities, and help clients get the most out of our platform.
• Run periodic check-ins with key customers to ensure adoption, identify blockers, and share roadmap visibility

Product Feedback & Collaboration

• Proactively identify customer pain points and unmet needs, feeding these back into the product and engineering teams
• Test new features and improvements from a customer perspective before release
• Help write or review error messages, UI microcopy, and public-facing support content

Internal Enablement

• Support the sales team with product training, technical walkthroughs, and clarifying how the product solves real-world problems
• Train internal teams (sales, customer success, operations, etc.) on new product features and edge cases
• Contribute to internal documentation and keep shared knowledge up to date

Tooling, Process & Documentation

• Own and maintain the knowledge base, developer guides, and self-service resources
• Analyse support data and ticket trends to identify common issues and reduce support load over time
• Recommend and implement improvements to the support process, including routing, automation, and tooling
• Track and report on support KPIs like time-to-resolution and satisfaction

Must have:

• Experience in a technical support, technical account manager, or solutions engineer role within a SaaS or API-first product
• Confident working with APIs, JSON, HTTP, and developer tools like Postman or curl
• Strong communication skills with both technical and non-technical audiences
• Able to work cross-functionally and influence product direction based on customer insights
• Experience using tools like Zendesk, Intercom, or Freshdesk, and comfort with documentation platforms

Nice to have:

• Experience in fintech or regulated environments

• A Macbook
• Opportunity to travel (if applicable)
• Unlimited vacation time
• Private Healthcare
• Employee stock ownership (ESOP)
• Flexible working and autonomy
• Pay it forward days - we offer 2 annual pay it forward days where you can take time to volunteer for a charitable cause that is important to you.
• Wellness days - we believe you can only work your best when you feel your best, and we know working at Fuse is intense, so we offer 3 wellness days every quarter where you can take time to re-energise.