Support Engineer

Confidential Company

Employer Active

Posted 3 hrs ago

Experience

3 - 8 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Arab National, Any GCC National

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Technical Support & Troubleshooting • Provide Level 1/2 technical support for CPaaS solutions, including messaging APIs, integrations, and platform configurations. • Diagnose and resolve customer issues related to WhatsApp Business Messaging, SMS, voice, and chatbot platforms. • Collaborate with engineering and product teams to escalate and resolve complex issues. Customer Engagement • Serve as a trusted technical advisor to enterprise clients across GCC. • Ensure timely communication and resolution of support tickets, maintaining high customer satisfaction. • Conduct root cause analysis and share insights with clients and internal teams. Service Delivery & Optimization • Monitor system performance and proactively identify potential issues. • Assist in onboarding and configuration of new clients, ensuring smooth deployment. � � • Provide feedback to product teams based on customer interactions and recurring issues. Documentation & Knowledge Sharing • Maintain detailed documentation of support cases, solutions, and best practices. • Contribute to internal knowledge bases and client-facing FAQs.

Desired Candidate Profile

Required Qualifications & Skills • 3+ years of experience in technical support or customer engineering roles, preferably in CPaaS or telecom domains. • Strong understanding of REST APIs, webhooks, and cloud-based messaging platforms. • Hands-on experience with WhatsApp Business API, SMS gateways, or Conversational AI tools. • Familiarity with ticketing systems (e.g., Zendesk, Jira) and monitoring tools. • Excellent written / verbal communication skills in English; Arabic is a strong advantage. • Ability to work independently and manage multiple client relationships.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

  • Gcc
  • Jira
  • L1 Support Engineer
  • Techincal Support
  • International Support
  • IT Support

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Confidential Company

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