Full-time Customer Success Support

Technical Support Engineer

Remote — MENA Support Team
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via email · we reply within 3 days

About the role

Be the first line of technical support for Ajrly merchants. You'll troubleshoot API integrations, diagnose platform issues, and work closely with engineering to resolve complex problems — playing a critical role in merchant satisfaction.

What you'll do

  • Provide timely and accurate technical support via email and chat
  • Diagnose and resolve API, integration, and platform configuration issues
  • Escalate complex bugs to engineering with clear, reproducible reports
  • Document solutions and build a self-service knowledge base
  • Identify recurring issues and recommend product improvements
  • Participate in on-call rotation for critical merchant issues

What we're looking for

  • 2+ years in technical support or solutions engineering
  • Basic understanding of REST APIs, HTTP, and JSON
  • Familiarity with web technologies (JavaScript, HTML, browser DevTools)
  • Strong written communication in both Arabic and English
  • Ability to explain technical concepts clearly to non-technical users
  • Customer-first mindset and high empathy under pressure

Nice to have

  • Experience with Postman or similar API testing tools
  • Familiarity with Zendesk, Intercom, or similar helpdesk platforms
  • Basic scripting or automation skills (Python, Node.js)

Our interview process

  1. 1
    Application review
    We review every application personally and respond within 3 business days.
  2. 2
    Intro call
    A 30-minute chat with a team member to learn about each other and answer your questions.
  3. 3
    Skills assessment
    A focused take-home exercise or live session relevant to the role. We respect your time.
  4. 4
    Team interviews
    Two short interviews with people you'd work closely with — no trick questions.
  5. 5
    Offer
    We move quickly. Most candidates get an offer decision within 1 week of the final interview.
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Questions? Email us at careers@ajrly.com