Support Engineer (L2)

About the Product HyperSpend is HyperPay’s corporate card issuing and expense management platform for Saudi companies. It has three parts: a corporate portal for company admins, a PSP back-office portal for our operations team, and a mobile app for cardholders. The platform integrates with a range of external providers, including government services, banks, card processing, and messaging services. Position Summary As an L2 Support Engineer, you will be the technical owner of issues escalated by our L1 support and operations teams. You will validate each issue, find the root cause, and drive it to resolution, working with our product and development teams or with external service providers where needed Key Responsibilities Receive and review escalated tickets against the agreed support routing process. Accept them, return them for completion, or redirect them to the right team. Investigate issues using system logs, database queries, and API traces, and reproduce application errors. Resolve what you can through configuration, data fixes, or workarounds. Raise confirmed bugs to the development team with clear evidence and severity. Coordinate with third-party providers when the root cause sits outside our platform and follow up until closure. Keep tickets updated and document the root cause and fix for every resolution. Identify recurring issues and propose improvements to processes, knowledge articles, and monitoring. Take part in regular alignment meetings with L1 support. Qualifications 3–5 years of experience in L2 or application support, preferably in fintech, payments, or banking Strong troubleshooting skills with logs, SQL, REST APIs, and tools such as Postman Working knowledge of web and mobile (iOS/Android) applications Experience with ticketing tools and working to SLAs Experience working with external vendors and integrations Knowledge of card processing concepts (such as tokenization and digital wallets), financial regulations, or Saudi government digital services is a plus Clear verbal and written communication Ability to work with product and development teams Arabic and English Show more Show less