Application Support Engineer

About the role

We are looking for an Application Support Engineer to join Tamara’s Technical Support team. In this role you will investigate, troubleshoot and resolve technical issues reported by customers and merchants, using SQL to analyse data and identify root causes while ensuring high service quality.

Key responsibilities

• Respond promptly to frontline agents via the ticketing system, providing technical assistance and guidance.
• Identify, analyse and troubleshoot technical issues reported by customers and merchants.
• Escalate complex problems to product teams or senior engineers when necessary.
• Maintain ownership of escalated cases until resolution, ensuring timely follow‑up and clear communication with users.
• Document issue details, investigation steps, resolutions and lessons learned in a structured manner.
• Contribute to the knowledge base by creating troubleshooting guides, FAQs and technical documentation.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field (preferred).
• Previous experience in a technical support role.
• Strong problem‑solving abilities and willingness to learn new technologies.
• Excellent written and verbal communication skills, able to explain technical information to non‑technical users.
• Customer‑focused mindset with a dedication to delivering exceptional service.
• Ability to work independently and as part of a fast‑paced team.
• Proficiency with support ticketing systems and related software tools.

Required skills

• Advanced SQL querying and data analysis.