Technical Support Engineer – eInvoicing Mandatory (English & arabic)

Client Support & Incident Management Serve as the primary point of contact for clients experiencing technical or operational issues with the eInvoicing platform. Diagnose, troubleshoot, and resolve issues ranging from user access errors, data synchronization failures, and API connectivity problems to system performance bottlenecks. Manage the ticketing system (e.g., Zendesk, Jira, CRM system) ensuring all SLAs are met and tickets are resolved within defined timeframes. Escalate complex backend or infrastructure issues to the L2/L3 Development teams while ensuring the client is kept informed. Assist clients in understanding the operational impact of FTA eInvoicing regulations (including QR Code generation, XML/JSON formats, and archiving requirements). Troubleshoot compliance errors related to tax codes, VAT calculations, and digital signatures. Ensure clients are prepared for FTA audits by helping them verify the integrity of their data exchange. Guide clients' IT teams through the integration process (REST APIs, middleware). Perform basic database queries (SQL) to validate data accuracy and resolve reconciliation issues. Act as the "Voice of the Customer" by providing feedback to the Product team regarding feature requests and bugs specific to the UAE market.

Desired Candidate Profile

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

Technical Skills

Operation System Know How – MAC and WINDOWS, Employment Type Full-time

Keywords

Technical Support / Application Support EInvoicing Platforms UAE FTA EInvoicing Compliance VAT / Tax Compliance Incident Management Ticketing Systems ZendeskJiraCRM REST APIs API Troubleshooting Postman Webhooks SQL MySQL/PostgreSQL Client On