Support Specialist (SaaS)

Location: Dubai, United Arab Emirates; office-based role with working hours from 3:30pm to 1:00am.

Company

Como provides a SaaS customer engagement and loyalty platform for F&B and retail businesses, including CRM, data analytics, loyalty management, marketing automation, omnichannel communication, AI campaigns, and branded mobile applications.

What you will do

• Provide prompt and effective technical support to customers.
• Diagnose software issues and guide customers through troubleshooting steps.
• Maintain knowledge of platform features, functionality, and updates.
• Train customers on effective product usage and follow up until issues are resolved.
• Collect customer feedback and improve support processes and documentation.
• Escalate complex issues and collaborate with Customer Success, Product Development, and Sales.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or an equivalent field.
• 1–3 years of experience in technical support or a similar customer success role, ideally in a SaaS or cloud applications environment.
• Knowledge of operating systems, web services, and APIs.
• Ability to troubleshoot complex software issues with strong problem-solving and multitasking skills.
• Strong English proficiency with excellent written and verbal communication skills.
• Ability to work with modern technology and assimilate information rapidly.

Nice to have

• Experience with Postman, Kibana, or similar tools.
• Basic coding abilities.
• Knowledge of F&B, retail, customer engagement, or loyalty solutions.
• Self-learning ability, independence, organization, and a team-oriented approach.

Culture & Benefits

• Tier 1 medical insurance for the employee and dependents from the start date, including dental and optical coverage.
• 25 days of annual holiday.
• Career progression opportunities across global teams.
• Wellbeing initiatives, social events, charitable initiatives, and team-building activities.
• Office with views of JLT Park, the lake, and Dubai Marina.