Support Engineer
- United Arab Emirates
- Permanent
- Full-time
The Support Engineer owns 2-3 named client accounts end-to-end, handling L1 and L2 complexity. This role works in partnership with AI (which handles initial triage and suggests resolutions) and with the L3 team (which takes over deep technical investigations). Support Engineers are the client relationship layer: they know their clients' configurations, attend their reviews, and author the knowledge base content that trains the AI. They participate in shift rotation for 24/7 coverage, with AI agents handling initial triage and low-complexity resolutions around the clock.Duties & Responsibilities
Client Account Ownership
Own all support tickets for designated clients from creation through resolution at L1-L2 complexity
Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance
Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions
Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides
Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership
Investigation & Resolution
Identify tickets requiring L3 investigation and escalate with structured context (symptoms, initial analysis, client impact, reproduction steps)
Respond within SLA timelines: L1 within 1 hour, L2 within 4 hours, L3 within 1 business day
Proactively validate deployment changelogs and release notes for impact on assigned client configurations
Knowledge Building & AI Collaboration
Author and maintain knowledge base articles for common issues and resolutions; every resolved ticket contributes to the KB and AI training data
Review AI-suggested resolutions for assigned clients, validate or correct them, and provide structured feedback
Tag 100% of resolved tickets with structured resolution data for AI learning
24/7 Coverage
Participate in shift rotation for 24/7 coverage as scheduled
Handle cross-client tickets during off-peak shifts when primary account owners are off-shift
Follow structured shift handover protocols
Skills & Qualifications
Required Competencies
Comfortable navigating payroll configuration, interface files, and configuration guides
Able to triage issues and determine when L3 engagement is needed vs. independent resolution
Comfortable working alongside AI tools; able to validate AI suggestions and provide structured feedback
Professional client-facing communication skills; able to present in MBR/QBR settings
Strong problem-solving with ability to trace issues from symptoms to root causes
Proficient in YouTrack ticket management and query building
Experience & Education
Bachelor's degree in IT, Business, HR, or equivalent professional experience in SaaS support or payroll operations
Minimum 2 years in SaaS product support, HRIS support, or payroll operations
Multi-country payroll experience preferred
Candidates from implementation, compliance, or BAU backgrounds with strong analytical skills will be considered
SMART Goals
SLA Compliance
Specific: Achieve and maintain 95% SLA compliance on all owned tickets across all priority levels
Measurable: Percentage of tickets resolved within SLA timeframes
Achievable: Through effective prioritization, AI-assisted triage, and proper L3 escalation
Relevant: Core service delivery commitment to assigned clients
Time-bound: 95% or higher, ongoing from day 1
Client Ticket Volume Reduction
Specific: Reduce ticket creation volume for assigned clients by 25%
Measurable: Month-over-month ticket creation count for each assigned client
Achievable: By identifying recurring issues, escalating root causes to L3, and working with Product teams on permanent fixes
Relevant: Directly measures effectiveness of the root cause elimination approach
Time-bound: 25% reduction within 90 days
Knowledge Base Contribution
Specific: Author a minimum of 3 knowledge base articles per month for assigned client issues
Measurable: Number of published KB articles
Achievable: By documenting resolutions as articles during the normal resolution workflow
Relevant: Feeds the AI learning pipeline and enables self-service
Time-bound: 3 articles per month, ongoing from month 1
Client Training Completion
Specific: Complete all training modules for assigned client configurations, compliance, and integrations
Measurable: Training modules completed and competency verified
Achievable: Through scheduled sessions with Compliance, Configuration, and BAU teams
Relevant: Required to deliver effective dedicated account ownership
Time-bound: 100% of modules completed within 60 days
AI Feedback Compliance
Specific: Tag 100% of resolved tickets with structured resolution and root cause data for AI learning
Measurable: Percentage of closed tickets with complete tags
Achievable: Through consistent tagging workflow integrated into ticket resolution process
Relevant: Powers AI auto-resolution improvement
Time-bound: 100% compliance within 30 days
Bounce Rate
Specific: Achieve a personal bounce rate below 10% on all tickets
Measurable: Percentage of own tickets incorrectly categorized or bounced back
Achievable: Through improved initial analysis skills and compliance training
Relevant: Reduces resolution time and improves team efficiency
Time-bound: Below 10% within 60 daysDisclaimer: GotoGulf is a platform that facilitates recruiters and jobseekers reach out to each other. Applicants are advised to research the bonafides of recruiters independently. We do not endorse requests for money payments and strictly advise against sharing personal or financial information. If you suspect malpractice, please email to us.
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