Application Support Engineer

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your Role

We're seeking a dedicated  Support Engineer for our Technical Support team. As Support Engineer, your responsibilities will encompass leading the charge in crafting cutting-edge platforms. These platforms are designed to facilitate seamless and scalable transactions, ensuring a top-notch experience for our users. Your role will involve intricate attention to detail and a commitment to innovation as we strive to push the boundaries of technological excellence.

Drawing on your proficiency in Technical support you will be responsible for troubleshooting production issues, documentation for issue, part of escalation process to create unique experiences only Tamara can provide. 

With a proven track record of managing cross-functional teams you will collaborate with a diverse ecosystem of talented engineers, analysts, product experts, and other team members to leverage system design, create technical solutions, and ultimately revolutionize the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges. 

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

Your Responsibilities:

• Respond promptly to Internal user inquiries via ticketing system, providing technical assistance and guidance.
• Identify and troubleshoot technical issues reported by internal users, escalating complex problems to senior technical support staff when necessary.
• Collaborate with internal teams, including engineering and product development, to resolve Internal user issues and improve product functionality.
• Document interactions, issues, and resolutions accurately in our support ticketing system.
• Proactively communicate with Internal users regarding product updates, maintenance schedules, and other relevant information.
• Participate in ongoing training and development to expand your technical skills and knowledge.

 

Your Expertise:

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Previous experience in a customer service or technical support role is advantageous but not required.
• Advanced understanding and experience in SQL and web/mobile application concepts.
• 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.

All qualified individuals are encouraged to apply.