Support Specialist (SaaS)

TL;DR

Support Specialist (SaaS): Providing technical assistance and troubleshooting for a data-driven customer engagement platform with an accent on API integration and CRM functionality. Focus on diagnosing complex software issues, training clients, and collaborating with product teams to ensure seamless service delivery.

Location: Must be based in Dubai, UAE (Onsite role with working hours 3:30 PM to 1:00 AM).

Company

A pioneer in data-driven customer engagement and loyalty solutions for the F&B and retail sectors, offering an all-in-one SaaS platform.

What you will do

• Provide prompt and effective technical support to global clients.
• Diagnose and resolve complex software issues through systematic troubleshooting.
• Guide and train customers on platform features and best practices.
• Gather and report actionable feedback to product and development teams.
• Escalate unresolved technical issues to higher-level support.
• Contribute to the improvement of support documentation and internal processes.

Requirements

• BS degree in Information Technology, Computer Science or equivalent.
• 1-3 years of experience in a technical support or SaaS environment.
• Strong knowledge of operating systems, web services, and APIs.
• Excellent problem-solving and multi-tasking abilities.
• Proficiency in English with strong communication skills.
• Ability to work in a fast-paced environment with 3:30 PM to 1:00 AM shift timings.

Nice to have

• Experience with Postman or Kibana.
• Basic coding abilities.
• Knowledge of F&B and retail industry loyalty solutions.

Culture & Benefits

• Tier 1 medical insurance for team members and dependents with worldwide coverage.
• 25 days of annual holiday.
• Office located in JLT with views of the park, lake, and Dubai Marina.
• Global career progression opportunities.
• Wellbeing initiatives and regular social events.