Technical Support Engineer – eInvoicing Mandatory (English & arabic)

Confidential Company; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Confidential Company in Dubai is hiring a Client Support Incident Manager to be the primary point of contact for clients with technical or operational issues on the eInvoicing platform.

You will diagnose, troubleshoot, and resolve issues from user access to API connectivity, and manage Zendesk/Jira tickets to meet SLAs. You will guide UAE IT teams through REST APIs and data validation tasks.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3+ years of experience in Technical Support, Application Support, or Customer Engineering in Fintech/SaaS/ERP environments.
• Mandatory: experience with eInvoicing, VAT, or Tax Compliance software in GCC (UAE/KSA preferred).

Responsibilities

• Serve as the primary contact for clients with technical or operational eInvoicing issues.
• Diagnose, troubleshoot, and resolve issues from user access to API connectivity.
• Manage ticketing systems (Zendesk, Jira) and ensure SLAs are met.
• Escalate complex problems to L2/L3 while keeping the client informed.
• Assist clients with regulatory requirements (VAT, QR codes, XML/JSON formats).
• Guide clients’ IT teams through integration via REST APIs and middleware.
• Perform basic SQL queries to validate data and resolve reconciliation issues.
• Provide Voice of the Customer feedback to Product for UAE market.

Skills

macOS

Windows

REST APIs

SQL

Zendesk

Jira

Education

Bachelor's degree in Computer Science/IT or related field

Tools

CRM systems

Job description

Client Support Incident Management

Serve as the primary point of contact for clients experiencing technical oroperational issues with the eInvoicing platform Diagnose troubleshoot and resolve issues ranging from user access errors data synchronization failures and API connectivity problems to systemperformance bottlenecks Manage the ticketing system e g Zendesk Jira CRM system ensuring all SLAsare met and tickets are resolved within defined timeframes Escalate complex backend or infrastructure issues to the L2 L3 Developmentteams while ensuring the client is kept informed Assist clients in understanding the operational impact of FTA eInvoicingregulations including QR Code generation XML JSON formats and archivingrequirements Troubleshoot compliance errors related to tax codes VAT calculations anddigital signatures Ensure clients are prepared for FTA audits by helping them verify the integrityof their data exchange Guide clients IT teams through the integration process REST APIs middleware Perform basic database queries SQL to validate data accuracy and resolvereconciliation issues Act as the Voice of the Customer by providing feedback to the Product teamregarding feature requests and bugs specific to the UAE market

Bachelor’s degree in Computer Science, Information Technology, or a relatedfield.3+ years of experience in a Technical Support, Application Support, orCustomer Engineering role, preferably within Fintech, SaaS, or ERPenvironments.Mandatory: Prior experience working with eInvoicing, VAT, or TaxCompliance software in the GCC region (UAE/KSA experience is highlypreferred).Technical Skills:Operation System Know How – MAC and WINDOWS,