Customer Support Specialist, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

The 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

What You’ll Be Responsible For:

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

DETAILS TO REGISTER FOR THIS JOB:

Make Sure Your CV is ATS-friendly.

https://careers.skailer.com/fortis/jobs/4O4PN0


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Entry Level (0 - 2 Years Career Experience)

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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.


It's an exciting time and the next 30 - 40 years will see massive growth in jobs in the GCC countries.


Excited about working in the GCC? Click on one of the banner's below...






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SOCIAL INITIATIVE:

We publish job vacancies on this Job Portal (https://www.dubai-jobs.me) and our Whatsapp groups (www.dubai-forever.com/whatsapp-jobs.html) for the benefit of job-seekers.


It is to help people who are searching for jobs from across the world.


This is a Social Initiative from our team @ dubai-forever.com, so please help in this Noble Task by Forwarding these jobs within your Network.


Do this GOOD DEED.


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