Customer Support Engineer

About the role

The Customer Support Engineer serves as the technical bridge between our organization and external business clients using digital shipping channels, APIs, and data feeds. You will ensure platforms stay compliant with national customs regulations, onboard clients onto core digital applications, and resolve complex integration issues to guarantee uninterrupted business operations.

Key responsibilities

• Monitor national customs regulatory changes, assess impact on digital shipping channels, and translate updates into technical change requests.
• Lead country‑level digital integration projects from scoping and stakeholder alignment through testing, execution, and sign‑off.
• Act as the primary technical contact for client onboarding, guiding requirements gathering to live production.
• Troubleshoot integration issues by analyzing API request/response payloads, error codes, and system logs.
• Engage directly with client IT and operations teams to modify data streams, configurations, and connectivity.
• Collaborate with commercial and sales teams to map digital shipping solutions to client trading profiles.
• Provide detailed diagnostic summaries and escalation packages for advanced platform anomalies.
• Develop automated routines and scripts to reduce manual administration and streamline reporting.
• Deliver technical briefings, walkthroughs, and documentation to help clients align with upcoming platform updates.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a closely related field.
• Professional fluency in English and Arabic, with strong written English for client‑facing documentation.
• Minimum 2 years of experience in customer‑facing technical support, software integration, or solutions engineering.

Required skills

• API troubleshooting, including reading and interpreting REST/JSON and XML payloads.
• Proficiency with testing tools such as Postman or equivalent.
• Experience analyzing application error messages and system logs.
• Working knowledge of relational databases and SQL query writing.
• Advanced spreadsheet processing for data analysis.
• Scripting/automation using corporate office tools to streamline repetitive tasks.