L2 Technical Support

CME; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading company in the fintech sector is looking for a detail-oriented Technical Support Specialist to provide real-time assistance to merchants. The role involves troubleshooting technical issues, guiding users through system setups, and collaborating with internal teams to enhance service quality. Ideal candidates will have strong communication skills and a background in technical support, particularly within payment systems.

Qualifications

• 3+ years of experience in technical support, ideally in fintech or e-commerce.
• Experience supporting B2B merchant clients.

Responsibilities

• Provide timely technical support to live merchants via phone, email, and chat.
• Troubleshoot issues related to payment processing and platform functionality.
• Document issues and resolutions in an organized manner.

Skills

Communication

Problem Solving

Education

Bachelor’s degree in information technology

Bachelor’s degree in Computer Science

Tools

Payment Gateways

SaaS Platforms

Job description

We are seeking a detail-oriented and customer-focused Technical Support Specialist to provide real-time technical assistance and support to our live merchants. In this role, you will serve as the primary point of contact for merchants encountering technical issues, ensuring smooth operation of services and maintaining a high level of customer satisfaction.

The responsibilities of the Technical Support includes:

Provide timely and professional technical support to live merchants via phone, email, and chat.

Troubleshoot issues related to payment processing, APIs, integration, and platform functionality.

Guide merchants through setup, configuration, and usage of the system.

Monitor system alerts and logs to proactively detect and resolve issues affecting merchants.

Escalate complex issues to higher-level technical teams as needed and follow up to ensure resolution.

Document issues, resolutions, and procedures in a clear and organized manner.

Work closely with internal teams (engineering, product, sales) to provide feedback and suggest improvements based on merchant experiences.

Stay updated on system changes, product updates, and new features to better assist users.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).

3+ years of experience in technical support, ideally in fintech, e-commerce, or payment systems.

Excellent communication and problem-solving skills.

Experience supporting B2B merchant clients or SaaS platforms.

Knowledge of payment gateways, merchant onboarding, or financial technology solutions.

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