Customer Support Specialist

Overview

Technical Support Specialist (Tier 2)

• is the technical backbone of Fortis’ support function.
• This role handles
• advanced technical issues
• ,
• complex customer cases
• , and
• cross-functional escalations
• that go beyond frontline support.
• You will work closely with Product, Engineering, Customer Success and Network International to investigate issues, resolve root causes, and help build scalable support processes.
• This role is ideal for someone who enjoys:
• Deep problem-solving
• Ownership and accountability
• Building structure in a growing startup environment

Technical Issue Resolution

• Handle
• Tier 2 support cases
• escalated from Tier 1 or Clients
• Troubleshoot complex issues related to:
• Platform functionality
• Account Management
• Payments, transactions, and devices behavior
• Perform root cause analysis and provide clear, customer-friendly explanations

Escalation & Incident Management

• Own escalated cases until full resolution
• Act as a single point of accountability for technical issues
• Collaborate with Engineering and Product during incidents and outages
• Contribute to incident reports and preventive actions

Cross-Functional Collaboration

• Work closely with:
• Fortis & Network International Technical teams on bugs and fixes
• Product teams on feature behavior and improvements
• Customer Success on sensitive or high-value accounts
• Translate technical findings into clear insights for non-technical teams

Process & Knowledge Building

• Contribute to:
• Internal knowledge base articles
• Troubleshooting guides and SOPs
• Identify recurring issues and propose long-term solutions
• Support tools, automation, and workflow improvements as the team scales

Quality & Documentation

• Ensure accurate case documentation and tagging
• Help track resolution times and recurring technical issues
• Maintain high standards of communication, clarity, and ownership

What We’re Looking For

• 3+ years experience in

Technical Support, Product Support, or Application Support

• Experience in
• fintech, payments, POS, or financial platforms
• Strong troubleshooting skills in SaaS or web-based platforms
• Experience with ticketing systems (Zendesk, Freshdesk, Intercom, Hubspot etc.)
• Ability to reproduce issues, analyze logs, and identify root causes
• Excellent written and verbal communication skills in English & Arabic
• Nice to Have
• Exposure to incident management or on-call environments
• Familiarity with APIs, Postman, SQL, or basic scripting
• Experience supporting B2B or high-value customers
• Startup or scale-up experience
• *As part of our recruitment process, we process candidate personal data for recruitment and selection purposes.
• This may include recording or transcription of interviews, AI-assisted summarisation of interview notes, and storage of candidate information in our applicant tracking system.
• These tools support our recruitment team and do not make final hiring decisions without human review.
• We retain candidate information only for as long as necessary for the relevant recruitment process, unless you separately agree that we may keep your details for future opportunities.*
• *By submitting your application, you acknowledge that your personal data will be processed in accordance with this notice.*