Customer Support Specialist

Fortis is building modern financial infrastructure for businesses, focused on reliability, speed, and exceptional customer experience.

As we scale, Technical Support plays a critical role in ensuring platform stability, fast issue resolution, and trusted relationships with our customers.

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

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.