L2 Technical Support

Jeddah, Saudi Arabia | Posted on 05 / 12 / 2025 Industry : Information Technology & Services State / Province : - About Us

We Reimagine Everything.

We are a multinational technology consulting firm. We help companies and corporations scale their operations, achieve technology innovation, elevate their brand, and transform their business models. We challenge the status quo, flip the script, and blur all the lines to create customized end-to-end tech solutions, from software to hardware. Our team of over 500 engineers worldwide shares a common goal : to leverage technology, creative thinking, and industry-specific expertise to help our customers become and remain high performers in their industries. We handle everything from A to Z. Our expert engineers have contributed to 8 US patents, developed award-winning tech solutions, and served over 80 million users for more than 100 clients globally, including top US Fortune 500 companies.

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. You will serve as the primary point of contact for merchants encountering technical issues, ensuring smooth operation of services and maintaining high customer satisfaction. The responsibilities include : Providing timely and professional technical support to live merchants via phone, email, and chat. Troubleshooting issues related to payment processing, APIs, integration, and platform functionality. Guiding merchants through setup, configuration, and usage of the system. Monitoring system alerts and logs to proactively detect and resolve issues affecting merchants. Escalating complex issues to higher-level technical teams as needed and following up to ensure resolution. Documenting issues, resolutions, and procedures clearly and organized. Working closely with internal teams (engineering, product, sales) to provide feedback and suggest improvements based on merchant experiences. Staying updated on system changes, product updates, and new features to assist users effectively. 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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