Job Description

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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