Engineer - Application Support

About Us

Tamara is the leading shopping and payments platform in Saudi Arabia and the GCC region, with a mission to empower people in their daily lives and revolutionize how they shop, pay, and bank. The company was founded by serial entrepreneur Abdulmajeed Alsukhan along with his partners Turki Bin Zarah and Abdulmohsen Al Babtain. Tamara operates out of its headquarters in Riyadh, Saudi Arabia, and has offices in the UAE, Egypt, Germany, and Vietnam. Our large, dedicated team of professionals continues to grow as we expand our reach and impact.

Serving millions of users and partnering with thousands of merchants, Tamara collaborates with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, H&M, and Farfetch, as well as local small and medium businesses. The company is backed by SNB Capital and Sanabil Investments, a wholly-owned company by the Public Investment Fund (PIF), Checkout.com, Coatue, Shorooq Partners, and Endeavor Catalyst, among others.

Your role

We're seeking an Application Support Engineer for our Core Infrastructure team. As an Application Support Engineer, you will be crucial in maintaining the seamless operation of our applications, ensuring they run smoothly to support our growth in the MENA region. Within our collaborative team, you will serve as the first point of contact for our merchants and users across MENA, liaising closely with Sales, Account Management, and Product Development teams. Your role will grant you autonomy and ownership to innovate, enhance processes, and contribute to an engaging work environment, all while having a significant impact on our operations.

Drawing on your proficiency in troubleshooting, customer service, and technical support, you will be responsible for diagnosing and resolving application issues, facilitating communications between technical and non-technical stakeholders, and implementing continuous improvement initiatives. Your efforts will aim to provide unmatched and unique experiences that are a hallmark of Tamara, ensuring high satisfaction levels among our merchants and users.

With a proven track record of delivering exceptional application support, enhancing user engagement, and contributing to the development of support strategies, you will play a pivotal role in revolutionizing how millions of users interact with shopping, payment, and banking platforms.

Your responsibilities

• Global Payment Support: Empower our customers by providing them with the necessary tools and support to successfully process payments anywhere in the world.
• Tamara Platform Expertise: Serve as a primary source of knowledge regarding the Tamara platform and APIs, including the underlying web-stack technologies. Be well-versed in industry-standard integration methods and best practices to effectively support and guide our merchants.
• Technical Troubleshooting: Assist merchant technical personnel by leveraging your expertise to diagnose and resolve technical issues, ensuring an optimal merchant experience with our platform.
• Implementation Guidance: Offer tailored advice to merchants on the best implementation practices. Address specific issues faced by merchants to facilitate seamless integration and use of our services.
• Feedback and Communication: Act as a vital communication channel between our merchants/users and the product teams. Collect feedback, assess merchant needs, and convey these insights to inform product development and enhancements.

Your expertise:

• Technical Troubleshooting Mastery: You possess the ability to delve into technical issues, interpret application logs, and devise solutions for complex problems with confidence.
• Passion for Assistance: You take pride in offering support through phone, web-based tools, or email, and thrive on being recognized as a go-to technical expert.
• Eagerness to Learn: Your enthusiasm for acquiring new knowledge—whether it's about products, technologies, or processes—is unmatched. You seamlessly integrate new learnings into your workflows.
• Problem-Solving and Customer Satisfaction: Solving problems and aiding others brings you immense satisfaction. Delivering an outstanding customer experience is the core of your professional ethos.
• Independence and Technological Curiosity: You can operate autonomously and have a track record of engaging with technologies that pique your interest, showcasing a commitment to continuous learning.
• Team Collaboration: You believe in the power of teamwork and actively engage in knowledge sharing, whether by updating documentation or reporting bugs, to enhance collective expertise.
• Drive and Collaborative Spirit: Your driven nature complements your enthusiasm for collaboration. You're always prepared to offer and receive feedback constructively.
• Decision-Making and Prioritization: You excel at making informed decisions swiftly, even in high-pressure situations, and prioritize tasks effectively based on urgency and importance.
• Interest in Internet Technologies: You either have direct experience with, or a strong interest in, the realm of internet technologies and technical processes. This may include web or application development, scripting, or coding in languages such as PHP, Python, or Java.
• Global Communication Skills: You possess the ability to interact effortlessly with a diverse, global team. You're culturally sensitive, capable of adjusting your communication style to different audiences, and excel in building relationships.

Join the revolution

Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated. 

We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.

All qualified individuals are encouraged to apply.
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