Technical 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.Technical Support Specialist (Tier 2)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-solvingOwnership and accountabilityBuilding structure in a growing startup environmentWhat You’ll Be Responsible ForTechnical Issue ResolutionHandle Tier 2 support cases escalated from Tier 1 or ClientsTroubleshoot complex issues related to:Platform functionalityAccount ManagementPayments, transactions, and devices behaviorPerform root cause analysis and provide clear, customer-friendly explanationsEscalation & Incident ManagementOwn escalated cases until full resolutionAct as a single point of accountability for technical issuesCollaborate with Engineering and Product during incidents and outagesContribute to incident reports and preventive actionsCross-Functional CollaborationWork closely with:Fortis & Network International Technical teams on bugs and fixesProduct teams on feature behavior and improvementsCustomer Success on sensitive or high-value accountsTranslate technical findings into clear insights for non-technical teamsProcess & Knowledge BuildingContribute to:Internal knowledge base articlesTroubleshooting guides and SOPsIdentify recurring issues and propose long‑term solutionsSupport tools, automation, and workflow improvements as the team scalesQuality & DocumentationEnsure accurate case documentation and taggingHelp track resolution times and recurring technical issuesMaintain high standards of communication, clarity, and ownershipWhat We’re Looking For3+ years experience in Technical Support, Product Support, or Application SupportExperience in fintech, payments, POS, or financial platformsStrong troubleshooting skills in SaaS or web-based platformsExperience with ticketing systems (Zendesk, Freshdesk, Intercom, Hubspot etc.)Ability to reproduce issues, analyze logs, and identify root causesExcellent written and verbal communication skills in English & ArabicNice to HaveExposure to incident management or on-call environmentsFamiliarity with APIs, Postman, SQL, or basic scriptingExperience supporting B2B or high-value customersStartup or scale-up experience#J-18808-Ljbffr