Customer Support Engineer

1 month ago


Abu Dhabi, United Arab Emirates DX Compliance Solutions Full time


Job Title Customer Support Engineer

Description

COMPANY OVERVIEW
Our Mission is to make compliance for Banks and FinTechs easier by providing innovative AML compliance software, protecting Banks & FinTechs against $Multi-Billion fines by changing the way that AML Transactions Monitoring is done.
JOB OVERVIEW
We are looking for a Customer Support Engineer to join our Abu Dhabi team at Hub 71 to provide enterprise-level assistance to our customers.
Responsibilities
You will be responsible for a selection of customers from the moment of go-live. You will make sure all their risk controls are implemented by working closely with our team of support engineers. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time As product specialist, you will use this knowledge to effectively guide customers towards their desired outcomes You will train and advise our customers to effectively use our solution You will respond within the SLAs to the customer queries and suggestions via the customer ticketing system and triage this to the wider team as needed Be a trusted advisor and facilitator for our customers while partnering with our internal teams Sales, Product and Engineering to help customers get maximum value from implementing DX Compliance AML Transactions Monitoring. Strive to make every customer become an advocate for DX Compliance Identify, track, and improve the health status of each of our customers Develop best practices for customer growth to ensure ongoing customer success. Prepare accurate and timely reports Document technical knowledge in the form of notes and manuals Skills and Experience
2+ years of work experience in a relevant field (preferentially Customer Success for a B2B Software). Financial services (bonus for Reg/Fin-Tech) and/or Risk & Compliance industry experience. Proven track record of driving a process or project. BS degree in Information Technology, Computer Science or relevant field. Familiarity with remote desktop applications and help desk software (eg. Zendesk Detail oriented, structured, data driven. Strong analytical and problem-solving capabilities. Client success obsessed, commercially savvy, and endlessly curious. Solid understanding of technology. Strong communicator and team player & ability to work with cross-functional teams to deliver a common goal. Excellent in English written and verbal communication. Arabic speaking is a plus. Organisational and time management skills. Comfortable working in a fast paced, dynamic environment. Comfortable working in shifts. Excellent problem-solving and communication skills. BENEFITS
Competitive salary Laptop of your choice Housing support in Abu-Dhabi ADNIC Silver policy health insurance Visa Assistance Monthly social events and team off sites Free barista coffee, snacks, fruits & a vibrant community. Regular networking events, mentoring events and conferences. Freedom to explore the latest tools and technologies. Company knowledge-sharing activities. A successful candidate as a Customer Support engineer enables also to a fast track to one of their desired streams within the Product Office teams.

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