We are looking for a technically skilled candidate with excellent interpersonal skills for the technical support engineer position. Technical support engineers troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties.
Dsquares specializes in offering loyalty programs that bring our customers closer to their consumers. Through our different range of solutions, we deliver an end-to-end experience, managing and executing all technical, operational, and commercial aspects of our customers’ loyalty programs. From full loyalty programs, couponing solutions to interactive directory services, coupled with an extensive network of merchants, Dsquares serves some of the most loved brands in the region.
Our People is our Brand - Developing seamless loyalty solutions is only possible when we’ve got a great team on our side. Our culture is open and empowering. If you are passionate and driven, you will fit right in.
About The Role:
Dsquares is seeking a highly motivated Technical Support Engineer to join our Technology department.
As a Technical Support Engineer, you will play a crucial role in providing exceptional technical support to our clients and ensuring their satisfaction with our products.
In this role, you will be responsible for troubleshooting and resolving technical issues reported by clients.
To succeed in this role, you should have a strong technical background and excellent problem-solving skills. You should be able to communicate effectively with clients and have a customer-centric approach to providing support. Additionally, you should be able to work well in a fast-paced environment and be comfortable managing multiple priorities.
Key Duties & Responsibilities:
- Monitor applications and production systems.
- Troubleshoot and resolve technical issues.
- Analyze logs and database records.
- Support APIs, integrations, and scheduled jobs.
- Perform SQL queries and database investigations.
- Escalate and follow up on complex issues.
- Prepare incident and root cause analysis (RCA) reports.
- Coordinate with internal teams and clients.
- Maintain technical documentation.
Requirements
- Bachelor's degree in Computer Science, IT, or related field.
- 1–2 years of experience in Technical/Application Support.
- Good knowledge of SQL Server and database troubleshooting.
- Experience with REST APIs and Postman.
- Understanding of Windows environments.
- Knowledge of HTTP, JSON, XML, and system integrations.
- Strong troubleshooting, analytical, and communication skills.
Skills Required
- Troubleshoot and resolve technical issues reported by clients
- Strong technical background
- Excellent interpersonal and communication skills
- Customer-centric approach to ensure client satisfaction
- Document and escalate complex issues to appropriate teams
- Follow diagrams and written instructions to repair faults or set up systems
- Experience using Incident Management or ticketing tools and ensuring accurate ticket metadata (description, urgency, type)
- Ability to manage multiple priorities in a fast-paced environment
What We Do
Dsquares is a loyalty and rewards company that helps businesses increase customer loyalty and retention. As the Global Loyalty Expert, the company equips businesses with an impressive array of tools that span the entire spectrum of strategic commercial planning, merchant management, and state-of-the-art AI and Data Analytics. This robust platform seamlessly integrates modern capabilities like ingenious pointing systems, electrifying e-vouchers, captivating gamification elements, and enlightening analytics tools. Operating across more than 10 countries in the Middle East and Africa, Dsquares partners with enterprises across diverse sectors, including banking, telecom, and retailers, revolutionizing the way businesses thrive in the competitive landscape.
