Business Support Engineer

About the role

The Business Support Engineer is the primary point of contact for business‑user support, operational reporting, and data requests. The role resolves issues that do not require engineering involvement, translates genuine technical requirements into clear, prioritized tickets, protects engineering capacity, and leverages AI‑first tools while being fully accountable for the quality and accuracy of all outputs.

Key responsibilities

• Provide first‑line support to business users, troubleshooting and resolving application and platform issues before escalation.
• Own operational reporting, dashboards, recurring reports, and business data extracts, ensuring accuracy and reliability.
• Handle authorised ad‑hoc data requests using SQL/T‑SQL while maintaining data protection and compliance standards.
• Translate business needs and technical issues into clear, prioritized engineering tickets.
• Analyse recurring issues to identify permanent fixes, process improvements, automation, and better user guidance.
• Maintain support documentation and knowledge resources, and deliver training to business users.
• Collaborate with business teams, Development, Quality, Database, IT Support, and external vendors to resolve issues efficiently.
• Use AI‑first tools to accelerate support, reporting, analysis, and documentation while validating all outputs.

Required profile

• 3+ years of experience in business support, application support, or a similar technical role.
• Strong communication, ownership, and attention to detail when working directly with business stakeholders.
• Good understanding of data security, authorisation, and responsible handling of sensitive information.
• Fluent English required; Arabic is a strong advantage.

Required skills

• SQL/T‑SQL proficiency with hands‑on experience in MS SQL Server.
• Reporting and data extraction skills, including Power BI.
• Troubleshooting and analytical abilities across Windows and Linux environments, with basic knowledge of APIs.
• Experience with ticketing tools such as JIRA or Azure DevOps.
• Comfortable using AI tools to improve productivity while critically reviewing outputs.