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Experience
3 - 8 Years
Job Location
Education
Bachelors in Computer Application(Computers), Bachelor of Technology/Engineering(Computers, Electronics/Telecomunication), Bachelor of Science(Computers, Technology)
Nationality
Any Nationality
Gender
Any
Benefits
Annual Air Ticket, Visa, Life Insurance, Medical Insurance
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Title: Application Support Engineer (L2)
Employment Type: Permanent
Workplace Type: On-site
Location: Dubai International Financial Centre, Dubai, United Arab Emirates
Note:
- Applicants must already be based in Dubai.
- School certificate/document must be attested in Dubai, UAE, through the Ministry of Foreign Affairs (MOFA).
Job Purpose:
We are looking for a proactive and technically strong Level 2 Technical Support Engineer who will act as the critical link between our customers/merchants and the internal technical teams. The role involves diagnosing customer-reported issues, opening well-structured technical tickets, ensuring timely follow-up, and effectively communicating resolutions.
The candidate will also monitor and investigate chargeback and fraud-related cases, contribute to prevention strategies, and support reporting through data analysis. Being a team player is essential, as the person will coordinate across multiple stakeholders. An interest or background in AI and ML is considered a strong plus.
Roles and Responsibilities:
Key Role:
· Accurately investigate and analyze reported incidents using application/server logs and database queries.
· Open detailed internal tickets for engineering teams with root cause analysis where possible.
· Monitor issue resolution status and ensure follow-up communication with stakeholders.
· Monitor chargeback and fraud case queues.
· Coordinate with relevant teams to investigate and respond to fraud-related incidents.
· Contribute to the development of fraud prevention rules using business logic and available datasets.
· Generate reports from transactional data to support fraud prevention and customer experience initiatives.
· Analyze behavioral patterns using historical data.
· Support BI/dashboard creation in coordination with analytics teams.
· Act as the bridge between customer-facing and technical teams.
· Maintain structured documentation for all resolved issues.
· Participate in system enhancement discussions based on support feedback.
Tools & Technologies:
· SQL, Python, Excel
· Jira, Confluence
· Power BI
Desired Candidate Profile
Education and other qualification required:
· Bachelor’s Degree in Computer Science, Engineering, or a related technical field.
· 3+ years of relevant experience in L2 technical support for fintech, SaaS, or digital platforms.
· Proficient in reading and writing complex SQL queries.
· Solid experience in reviewing application/server logs.
· Familiarity with cloud infrastructure Azure, etc.) and basic monitoring tools.
· Exposure to fraud/dispute management workflows is a plus.
· Understanding of basic scripting or any programming language is a plus.
· Experience or interest in AI/ML technologies is preferred.
· Experience with BI Tools (e.g, Tableau, Power BI)
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
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Emcredit Limited
Jessie James Gorre - HR and Admin Assistant
Dubai International Financial Centre, Dubai, United Arab Em Dubai International Financial Centre, Dubai, Unite d Arab Em 262059 United Arab Emirates, Dubai, United Arab Emirates (UAE)
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