Support Engineer (L2) - Fintech

About the role

HyperSpend is HyperPay's corporate card issuing and expense management platform for Saudi companies, with a corporate portal, a PSP back-office portal and a mobile app. As an L2 Support Engineer, you will be the technical owner of issues escalated by the L1 support and operations teams: validating each issue, finding the root cause and driving it to resolution, working with product and development teams or with external service providers.

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 lies outside the 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.

Required profile

• 3-5 years of experience in L2 or application support, preferably in fintech, payments or banking.
• Clear verbal and written communication.
• Ability to work with product and development teams.
• Arabic and English.

Required skills

• Strong troubleshooting 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 (tokenization, digital wallets), financial regulations or Saudi government digital services is a plus.