L1 Customer Support Engineer E-Invoicing

Job Summary

Flick Network is looking for a proactive and customer-focused L1 Customer Support Engineer to support customers using our e-invoicing platform. The role involves managing support tickets, performing initial technical troubleshooting, assisting with invoice processing and validation issues, and coordinating with internal teams to ensure timely resolution within defined SLAs.

The ideal candidate should have good communication skills, basic knowledge of REST APIs, JSON/XML, and Postman, and a strong willingness to learn e-invoicing workflows and regulatory requirements.

Key Responsibilities

• Monitor, manage, categorize, prioritize, and resolve customer support tickets.
• Respond to customer queries related to platform usage, onboarding, registration, invoice processing, validation, and submission.
• Perform initial troubleshooting using error messages, logs, screenshots, API responses, and customer-provided information.
• Conduct basic JSON/XML payload checks to identify missing fields, incorrect values, and formatting issues.
• Perform basic API testing using Postman and identify common authentication, connectivity, and configuration issues.
• Assist customers with invoice rejection, validation errors, status tracking, and platform configuration queries.
• Identify critical incidents and escalate complex issues to L2 Support or Engineering with complete investigation details.
• Coordinate with internal teams and provide timely updates to customers.
• Maintain accurate ticket records, investigation notes, resolution details, and follow-up actions.
• Follow established SOPs, troubleshooting guides, escalation procedures, and SLA requirements.
• Contribute to FAQs, knowledge base articles, and internal support documentation.
• Develop knowledge of UAE e-invoicing requirements, FTA validation errors, and relevant regulatory workflows.

Required Skills and Qualifications

• 1 to 3 years of experience in customer support, technical support, application support, or SaaS support.
• Good written and verbal communication skills.
• Familiarity with ticketing tools such as Jira, Freshdesk, ServiceNow, or similar platforms.
• Basic understanding of REST APIs, HTTP status codes, and request/response structures.
• Basic knowledge of JSON and XML.
• Familiarity with Postman for API testing is preferred.
• Basic SQL knowledge, including simple SELECT queries, is an advantage.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tickets and prioritize tasks according to business impact and SLAs.
• Strong attention to detail and a customer-focused approach.
• Willingness to learn technical concepts, e-invoicing workflows, and regulatory requirements.

Preferred Skills

• Experience supporting SaaS platforms, fintech products, ERP applications, or e-invoicing solutions.
• Basic understanding of invoice processing, VAT, and invoice validation errors.
• Familiarity with UAE FTA e-invoicing requirements, ZATCA, or Peppol.
• Exposure to production support, incident management, and escalation procedures.
• Experience preparing technical documentation or knowledge base articles.

Candidates with strong customer support fundamentals and a willingness to learn e-invoicing and regulatory workflows are encouraged to apply.

Key Performance Expectations

• Timely ticket acknowledgement and adherence to defined SLAs.
• Accurate ticket categorization, prioritization, and routing.
• Effective initial troubleshooting and high-quality escalations.
• Clear, professional, and proactive customer communication.
• Complete ticket documentation and timely follow-ups.
• Consistent adherence to SOPs and support procedures.
• Continuous improvement in product knowledge and troubleshooting capabilities.