Application Support Engineer

About Tamara

Tamara is a pioneering fintech platform based in Saudi Arabia, leading the region in facilitating shopping, payments, and banking solutions. As the first fintech unicorn in Saudi Arabia, Tamara is dedicated to empowering daily lives and transforming financial interactions. The platform serves millions in the KSA, UAE, and Kuwait, collaborating with major regional and international brands like SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch, alongside numerous SMEs. It boasts strong backing from investors such as Sanabil Investments, SNB Capital, and Checkout.com.

Role Overview

The Application Support Engineer will be an integral part of the Technical Support team, tasked with diagnosing, troubleshooting, and resolving technical issues reported by customers and merchants efficiently. A key responsibility involves leveraging SQL to query databases and analyze data to uncover root causes behind technical problems.

Key Responsibilities

• Provide prompt and effective technical support to frontline agents through the ticketing system.
• Diagnose and resolve technical problems raised by customers and merchants; escalate complex issues to product teams or senior engineers when necessary.
• Own escalated cases until fully resolved, ensuring timely follow-ups and clear communication with users.
• Keep comprehensive documentation of issues, investigative processes, resolutions, and lessons learned.
• Enhance the knowledge base by creating guides, FAQs, and detailed technical documents.

Required Skills and Expertise

• Bachelor's degree in Computer Science, IT, or related disciplines preferred.
• Previous experience in a technical support capacity is essential.
• Strong command of SQL, including querying and data analysis capabilities.
• Excellent problem-solving aptitude and eagerness to learn new technologies.
• Outstanding written and verbal communication skills, able to simplify complex technical matters for non-technical audiences.
• A customer-centric approach with commitment to exceptional support standards.
• Ability to work autonomously and collaboratively within a dynamic, fast-paced environment.
• Proficiency with support ticketing platforms and other relevant software tools.