About the role
About Us
Tamara is the leading fintech platform to shop, pay and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others.
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 standards of service quality. This will include using SQL to query databases, analyze data, and identify root causes for issues.
You will work with cross-functional teams, including Engineering, Product, and Customer Support, to identify root causes, develop solutions, and ensure continuous improvement in system functionality and user experience.
You will excel in this role if you are a proactive problem-solver with strong SQL skills, excellent communication abilities, and a passion for learning. You should be comfortable working in a fast-paced environment, managing multiple priorities, and delivering timely, accurate support.
Your Responsibilities:
- Respond promptly to frontline agents on inquiries via 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 and clear manner.
- Contribute to knowledge base content, including troubleshooting guides, FAQs, and technical documentation.
Your Expertise:
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Previous experience in technical support roles is required.
- Advanced understanding and experience in SQL.
- 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.
Aplyr's read
Tamara is a dynamic fintech company revolutionizing consumer purchasing with BNPL solutions, attracting talent in engineering, compliance, and customer care.
What's promising
- •Tamara offers innovative BNPL solutions that appeal to modern consumers seeking flexible payment options.
- •The company is expanding rapidly, hiring diverse roles across engineering, product management, and customer care.
- •Tamara's Builders Program focuses on developing Emirati talent, showing commitment to local workforce development.
What to watch
- •The BNPL market is highly competitive, with major players like Klarna and Afterpay dominating.
- •Regulatory scrutiny on BNPL services is increasing, posing potential compliance challenges.
- •Tamara's growth strategy heavily relies on the Middle Eastern market, which may limit global expansion.
Why Tamara
- •Tamara emphasizes local talent development through its Builders Program, particularly for Emirati nationals.
- •The company integrates cultural nuances into its UX design, offering tailored experiences for Arabic-speaking users.
- •Tamara's focus on both voice and non-voice customer care roles highlights its commitment to comprehensive customer support.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Tamara
Tamara is a financial technology company that provides buy now, pay later (BNPL) solutions, enabling consumers to make purchases and pay for them in installments.
