Geidea Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation.Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the marketOur solutions give any business the chance to get ahead and reach for more no matter their size or maturity.Our technology mirrors our people - Smart, Innovative & Forward Thinkingwww.geidea.netTo maintain a competitive advantage as we grow, we are currently looking for a new "Application Support Team Lead"Job purpose:The Application Support Team Lead is responsible for managing the daily operations of application support services, ensuring high availability, performance, and reliability of business-critical applications. This role leads a team of support engineers, oversees incident resolution, drives root cause analysis, and ensures SLA compliance in a 24/7 operational environment.The position acts as the primary escalation point between business stakeholders, development teams, infrastructure, and operations to ensure seamless service deliveryResponsibilities: Leadership & Team ManagementLead and mentor Application support staff.Allocate tasks, manage workload, and track performance KPIs.Conduct technical reviews and ensure best practices are followed.Provide escalation support for critical network incidents.Operations & InfrastructureInvestigate and resolve application incidents within agreed SLAsPerform root cause analysis (RCA) for recurring issuesEscalate critical issues to relevant teamsMaintain incident documentation and knowledge baseMonitor production applications and ensure maximum uptimeTrack system performance, response times, and error ratesProactively identify potential issues before they impact usersEnsure SLAs are consistently metQualifications:7+ Years of experience, with minimum 2 years as a leadBachelor’s degree in IT or engineeringExperience with SQL and database queriesFamiliarity with monitoring tools (e.g., Grafana, Zabbix, SolarWinds)Understanding of ITIL framework (Incident, Problem, Change Management)knowledge of Windows/Linux serversStrong troubleshooting and analytical skillsSQL querying and database troubleshootingLog analysisAPI monitoringBasic scripting (PowerShell / Bash preferred)Understanding of networking fundamentalsOur values guide how we think and act - They describe what we care about the mostCustomer first - It’s embedded in our design thinking and customer service approachOpen - Openness allows us to constantly improve and evolveReal - No jargon and no excuses!Bold - Constantly challenging ourselves and our way of thinking.Resilient – If we fail, we bounce back stronger than before.Collaborative - We know that we can achieve a lot more as a team.We are changing lives by constantly striving for a better solution.
We are on a mission to help merchants start, run and grow their businesses.
What you should know
Dominant Market Share: Captured 50% of Saudi Arabia's point-of-sale market within just two years of launching its first certified terminal
Massive Payment Network: Operates a network of approximately 700,000 payment terminals and ATMs across the region
2 First Licenses: Became the first fintech in Saudi Arabia to obtain a payment institution license and a non-bank merchant acquiring license
How they work
Infrastructure means reliability first — Payment systems can't be interesting at the cost of being unreliable — engineering and product decisions are made with uptime and trust as the primary constraints
Merchant churn is the failure metric — Acquiring a merchant matters less than keeping them — the business model only works when merchants see real value and stay