Customer Support Engineer

The Customer Support Engineer acts as the key technical bridge between the organization and external business clients utilizing digital shipping channels, APIs, and data feeds. The primary objective is threefold: keeping shipping platforms securely aligned with national customs and regulatory data standards, onboarding and technical support of external customers on core digital applications, and troubleshooting complex integration issues down to payload and log-level root causes to ensure zero business interruption.

• Monitor national customs regulatory changes, evaluate their impact on digital shipping channels, and translate updates into technical change requests.

  
  
  

• Lead country-level digital integration projects from technical scoping and stakeholder alignment through to testing, final execution, and sign-off.

  
  
  

• Serve as the main point of contact for customer technical integration onboarding, guiding clients from requirements gathering through live production.

  
  
  

• Troubleshoot complex technical integration issues daily by analyzing API request/response payloads, error codes, and application system logs.

  
  
  

• Direct technical conversations with external client IT and operations departments to modify data streams, configurations, and connectivity.

  
  
  

• Collaborate closely with commercial and sales teams to provide technical guidance and map specific digital shipping solutions to client trading profiles.

  
  
  

• Act as the local technical expert on data quality, eliminating manual workarounds by driving systemic software enhancements through regional engineering channels.

  
  
  

• Package comprehensive diagnostic summaries—including reproduction steps and impact assessments—when escalating advanced platform anomalies to regional IT teams.

  
  
  

• Develop automated routines and scripts utilizing corporate office tools to minimize manual administration and streamline recurring reporting patterns.

  
  
  

• Plan and deliver professional technical briefings, walkthroughs, and educational documentation to help external clients proactively align with upcoming platform updates.

  
  
  

• University Graduate with a Bachelor's degree in Information Technology, Computer Science, Engineering, or a strictly related field.

  
  
  

• Professional fluency in both English and Arabic, with highly developed written English skills suitable for authoring external client-facing technical guidance.

  
  
  

• Minimum of 2 years of experience in a dedicated, external-customer-facing technical support, software integration, or customer solutions environment.

  
  
  

• Proven practical experience in API troubleshooting with a demonstrated ability to read and interpret REST/JSON and XML payloads.

  
  
  

• Direct experience analyzing application error messages, application logs, and utilizing standard testing tools such as Postman or similar clients.

  
  
  

• Strong working knowledge of corporate data handling tools, including relational database queries (SQL) and advanced analytical spreadsheet processing.

  
  
  

• Solid communication competence, with a proven ability to translate complex software restrictions to business users, and commercial needs to developers.

  
  
  

• Structural problem-solving approach focused on achieving long-term root-cause resolution over temporary issue closure.

  
  
  

• Exceptional self-prioritization skills, showing a capacity to work independently against strict, unyielding external regulatory deadlines.

  
  
  

• Experience or background in logistics, express shipping, or customs trade compliance frameworks is highly advantageous.

  
  
  

• Familiarity with modern data scripting or automation languages (such as Python, JavaScript, or workflow automation engines) is considered a valuable asset.

  
  
  

Equal Treatment Clause: We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.

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