Application Support Engineer

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

Responsibilities:

• Respond to Backoffice inquiries and technical issues related to software products through various communication channels like Slack, email, Freshdesk.etc.
• Diagnose and troubleshoot software problems and offer solutions within the defined service level agreement (SLA).
• Identify and document software defects and work with development teams to fix them.
• Escalate critical issues to appropriate teams and follow up on issue resolution.
• Maintain and update customer support tickets and knowledge base articles for internal and external use.
• Escalate issues and observations to 3rd party and service providers. Following up with them on closure of reported issues.
• Keep up to date with the latest industry trends and technologies to improve customer experience and support.

Skills:

• Computer Skills: C#, C++ and JavaScript.
• Languages: Fluent in English and Arabic
• Good knowledge in SQL and NOSQL.

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.