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,