Technical Support Engineer (Software Engineering)

Role overview

This position is for a technical support engineer focused on web applications and software platforms. The role involves investigating failures, finding root causes, and resolving issues to keep systems running smoothly. It also serves as the escalation contact for Level 1 support and works closely with development, QA, and infrastructure teams. In addition, the role includes converting raw data into clear business insights by creating and managing interactive dashboards and reports in Microsoft Power BI.

Core responsibilities

• Handle debugging, diagnosis, and resolution of problems affecting web-based applications.
• Act as the next level of support for issues escalated from Level 1.
• Partner with development, quality assurance, and infrastructure teams to support platform stability.
• Build, update, and fine-tune Power BI dashboards, reports, and data models used to track key metrics.
• Perform data preparation work such as modeling, cleaning, and transformation using DAX and Power Query.
• Work with data from SQL, Excel, and Azure sources, and prepare it for analysis through Power Query and DAX.
• Maintain accuracy, performance, and usability of reports, while handling Power BI workspaces and data security settings.
• Support existing IT systems, infrastructure, and databases as part of ongoing maintenance.
• Coordinate with senior developers, product managers, and testers to help deliver features.
• Reproduce issues in test or staging environments to isolate defects or configuration problems.
• Review logs in detail, run SQL/database checks, and validate APIs to support troubleshooting.
• Build knowledge quickly across tools, technologies, and established best practices.

Requirements

• At least 5 years of experience in technical support engineering.
• Strong familiarity with databases such as MySQL, SQL Server, and PostgreSQL, along with the ability to write basic queries.
• Advanced expertise in Power BI Desktop, Power BI Service, DAX, and Power Query.
• Strong SQL ability for database querying and data manipulation.
• Excellent command of Microsoft Excel, including Pivot Tables and data modeling.
• Bachelor’s degree in Computer Science, Software Engineering, or a related discipline.
• Good problem-solving ability, plus strong teamwork and communication skills.

Additional information

This is a full-time onsite role based in Riyadh, Riyadh, Saudi Arabia.