Tech Support Specialist

Who we are:

Known as the Work Life Platform, Bayzat is one of the leading employee
benefits SaaS platforms that is on a constant mission to make a world class
employee experience accessible to every company. We are redefining the way
work works for the better, making automated HR, Payroll, Employee Benefits and
Insurance a possibility for all businesses.

We are one of the fastest growing startups in the MENA region with just over
‎300 members from ‎35+ different nationalities. We were listed by Forbes as
"One of the most promising UAE-based startups" and are backed by world leading
VCs such as Mubadala and Point72 ventures. We are also one of the best-funded
scale ups in the HRTech space across the region.

We are a principle-led, meritocratic company that puts culture at the core of
everything. As a Bayzat member, you will constantly be surrounded by high
achieving individuals and teams who have a knack for solving complex problems
and are relentlessly pursuing success in everything they do. Being part of
such an environment will push you to constantly be the best version of
yourself and capitalize on every opportunity to improve, whilst drawing
inspiration from like-minded, hungry people from all around you

How we got to where we are today, and the reason we will continue to thrive,
is by hiring best-in-class talent and building a culture that allows people to
be the truest, most authentic and unpretentious versions of themselves.

About the role:

As a technical support specialist you'll be contributing to development
lifecycle of our product by monitoring and taking care of Bayzat platform
performance and helping our customers.

Some high-impact responsibilities you will be entrusted with:

• Conducting ongoing administration of the Bayzat platform; data layer, application layer, and infrastructure.


• Tracking and analyzing data to understand how product, engineering, customer success, and support teams function and provide feedback to the process.


• Initiating, creating and maintaining documentation such as troubleshooting guides, training materials and FAQs for new and existing features.


• Acting as the first line of support for all technical queries


• Prioritizing and segmenting defects in the live environment and liaising with other stakeholders to ensure a sustainable incident response.


• Assisting, training, and equipping the Customer Success team and other teams to handle support cases that require technical support.

What you will need to have:

• Over ‎3 years of experience in a similar, hands-on technical customer support role


• Excellent command of written and spoken English


• Understanding of how the data layer works with the ability to write and execute SQL or other queries to retrieve and manipulate data


• Strong problem solving skills


• Readiness to conduct troubleshooting for customers and teams


• Desire to work within a remote and distributed team


• Willingness to learn business functionality at a deep level


• Thrive in a fast-paced, results-oriented, hands-on environment.

Nice to haves:

• Hands-on experience with monitoring tools similar to New Relic, DataDog, OpsGenie


• Hands-on experience with analytics tools such as Looker Studio, PowerBI, Tableau


• Previous experience in software development in one or more programming languages.


• Understanding of SDLC lifecycle with some experience in CI/CD pipelines, test tools, LINUX, AWS, etc.

What 's in it for you? Perks!

• Growth: Fast track growth opportunities for high achieving members, with no rules around where, when, how, or how often.


• Flexibility: Remote and flexible/hybrid working setups.


• Inclusiveness: From bi-weekly company-wide town halls/all-hands meetings, to regular huddles, OKR tribe meetings, celebratory dinner parties, and annual awards ceremonies heldin the Metaverse, you'll be joining a truly inclusive and engaging workplace.


• Shared Ownership: We make them shareholders! We open up rounds of ESOP twice to three times a year. And guess what, those who continue to perform and achieve great things are topped up, almost every round!


• Kick-ass offices: We have offices in UAE, Turkey, Saudi, and India. One of our two Dubai-based offices is in the DIFC FinTech Hive, which is the first and largest financial technology accelerator in the Middle East, Africa and South Asia (MEASA) region.