SaaS Support Specialist - Technical & Customer-Focused

Global Payments

Dubai

On-site

AED 89,000 - 156,000

Full time

4 days ago

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Benefits offered by this job

Tier 1 medical insurance

25 days annual holiday

Global career progression

Wellbeing initiatives

Team events

Job summary

Global Payments is seeking an organized, analytical Support Specialist for our Dubai location. You will assist customers with technical issues across our SaaS platform, diagnose problems, and guide them through solutions to ensure a smooth experience.

Strong English communication and problem-solving skills are essential. The role requires a 1–3 year background in tech support for SaaS or cloud environments, with knowledge of OS, web services, and APIs.

Qualifications

BS degree in Information Technology or Computer Science or equivalent.
1–3 years of experience in technical support for SaaS or cloud applications.
Knowledge of operating systems, web services and APIs.
Experience with tools such as Postman or Kibana is a plus.
Strong problem-solving, communication and multitasking abilities.

Responsibilities

Provide prompt and effective support to customers.
Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
Maintain deep knowledge of the SaaS platform and its features.
Guide customers on how to use the product effectively and train them when needed.
Gather and report customer feedback to improve product and support processes.
Escalate unresolved issues to higher-level teams as necessary.
Follow up with customers to ensure issues are resolved and satisfaction maintained.
Collaborate with Customer Success, Product Development and Sales to ensure a seamless experience.