About
The company is the leading fintech platform to shop, pay, and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. The company’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank.
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Your Role
We are seeking a dedicated Application Support Engineer to join our Technical Support team. In this role, you will be responsible for investigating, troubleshooting, and resolving technical issues reported by customers and merchants, while maintaining high standards of service quality. This will include using SQL to query databases, analyze data, and identify root causes for issues.
You will work with cross-functional teams, including Engineering, Product, and Customer Support, to identify root causes, develop solutions, and ensure continuous improvement in system functionality and user experience.
You will excel in this role if you are a proactive problem-solver with strong SQL skills, excellent communication abilities, and a passion for learning. You should be comfortable working in a fast-paced environment, managing multiple priorities, and delivering timely, accurate support.
Your Responsibilities
- Respond promptly to frontline agents on inquiries via ticketing system, providing technical assistance and guidance.
- Identify and troubleshoot technical issues reported by Customers and Merchants, escalating complex problems to product teams and Senior Engineers when necessary.
- Maintain ownership of escalated cases until resolution, ensuring timely follow-up and user communication.
- Document issue details, investigation steps, resolutions, and lessons learned in a structured and clear manner.
- Contribute to knowledge base content, including troubleshooting guides, FAQs, and technical documentation.
Your Expertise
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Previous experience in technical support roles is required.
- Advanced understanding and experience in SQL.
- Strong problem-solving skills and a willingness to learn new technologies.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and effectively to non-technical users.
- Customer-focused mindset with a dedication to providing exceptional service and support.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Proficiency in using support ticketing systems and other relevant software tools.
Location
Saudi Arabia
