About the Job:
The company is the leading fintech platform in Saudi Arabia and the wider GCC region, recognized as Saudi Arabia’s first fintech unicorn. Our mission is to empower individuals in their daily lives and revolutionize the way they shop, pay, and bank. We serve millions of users in the KSA, UAE, and Kuwait, partnering with leading global and regional brands like SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch, alongside thousands of SMEs.
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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 service quality. This includes using SQL to query databases, analyze data, and identify root causes for issues. You will collaborate with cross-functional teams, including Engineering, Product, and Customer Support, to develop solutions and ensure continuous improvement in system functionality and user experience.
Your Responsibilities:
- Respond promptly to frontline agents' inquiries via the 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 manner.
- Contribute to knowledge base content, including troubleshooting guides, FAQs, and technical documentation.
Your Expertise:
- Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Previous experience in technical support roles is required.
- Advanced understanding and experience with SQL.
- Strong problem-solving skills and 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.
- A customer-focused mindset with dedication to providing exceptional service and support.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in using support ticketing systems and other relevant software tools.
All qualified individuals are encouraged to apply.
