Tamara
Technical Support Specialist – SMB
- Permanent
- Riyadh, Saudi Arabia
- Experience 0 - 2 yrs
Job overview
Date posted
17/09/2025
Location
Riyadh, Saudi Arabia
Salary
Undisclosed
Compensation
Salary only
Experience
0 - 2 yrs
Seniority
Entry level
Qualification
Bachelors degree
Expiration date
01/11/2025
Job description
Tamara, Saudi Arabia’s first fintech unicorn and a leading financial super-app in the GCC, is seeking a Technical Support Specialist to manage and support small and medium business (SMB) merchants. The role focuses on re-engaging live merchants who are not actively transacting, identifying and solving technical or operational challenges, guiding them through integration steps, and ensuring successful onboarding. Acting as a technical and operational consultant, the specialist will collaborate across product, engineering, and support teams to deliver practical solutions, resolve issues, and improve merchant experience.
Required skills
customer support
technical support
merchant success
account management
payments systems
fintech systems
e-commerce systems
rest apis
json
api architecture
web technologies
mobile apps
internet protocols
technical troubleshooting
zendesk
salesforce
jira
servicenow
crm systems
trend analysis
Key responsibilities
- Own and manage a portfolio of SME merchants who are live but not transacting.
- Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
- Identify technical or operational blockers preventing the merchant from going live or doing business.
- Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
- Assist merchants with integration APIs and systems, including answering questions, validating implementation, and testing functionality.
- Serve as a technical and operational consultant, understanding merchant workflows and offering practical solutions.
- Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, or Notion.
- Collaborate with internal product, engineering, and support teams to solve merchant pain points.
- Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
- Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
- Deliver customer service to ensure merchants feel supported and valued throughout the process.
Experience & skills
- 1–2 years of experience in Customer Support, Technical Support, Merchant Success, or Account Management.
- Experience working with or supporting payments, fintech, or e-commerce systems is a strong plus.
- Familiarity with REST APIs, JSON, and basic understanding of API architecture.
- Strong understanding of web, mobile apps, internet protocols, and technical troubleshooting.
- Experience using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
- Ability to analyze trends, flag issues proactively, and follow through on resolutions.
- Ability to manage multiple merchants and priorities at once with speed and accuracy.
- Strong communication skills in both Arabic and English, for technical and non-technical audiences.