Technical Support Specialist - SMB

Tamara


Date: 7 hours ago
City: Riyadh
Contract type: Full time
About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

Your role

We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants for driving business with Tamara. Your role will be to re-engage these merchants, identify and solve their challenges, guide them through any integration steps, and ensure they are successfully onboarded to start doing business.

Your Responsibilities

  • Own and manage a portfolio of Small and Medium Enterprise (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: answer questions, validate implementation, test functionality.
  • Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
  • Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion etc.
  • 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 delightful customer service and ensure merchants feel supported and valued throughout the process.

Your expertise

  • 1–2 years of experience in roles such as 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.
  • Comfortable 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 — both technical and non-technical (Arabic & English)

All qualified individuals are encouraged to apply.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

BIM COORDINATOR ENGINEER

alfanar, Riyadh
5 hours ago
Job description:Job Purpose To ensure the successful implementation, coordination, and management of Building Information Modeling (BIM) processes within a project or organization, maintaining quality, accuracy, and compliance with project standards.Key Accountability Areas • Skills:  Expert knowledge of software such as AutoCAD, REVIT, Navisworks, BIM 360 to automate repetitive tasks in BIM workflows.                •  Information Management: Oversee the Common Data Environment...

People Engagement Partner

HALA, Riyadh
7 hours ago
Who Are WeHALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA...

Sales and Marketing trainee

HITACHI ENERGY LTD, Riyadh
23 hours ago
Description The opportunity We are seeking a motivated and enthusiastic Marketing and Sales Trainee to join our team. In this role you will be attaining theoretical job knowledge typically obtained through advanced education, may require the following proficiency, work is closely supervised, problems faced are not typically difficult or complex and explaining facts, policies and practices related to job area....