Software Support Engineer

Job Overview

This role is focused on delivering dependable technical support for software systems used in customs operations. The position contributes to smooth day-to-day service delivery by ensuring support activities meet approved service levels, resolving incidents efficiently, and helping improve the supportability and stability of the software environment.

Specialized Duties

• Ensure software support services consistently comply with the required support standards and SLA commitments, while maintaining a high level of service quality that keeps operations running effectively.
• Take part in the design and development of customs software solutions, with attention to supportability, technical structure, and recommendations that make future maintenance and enhancements easier.
• Work closely with the architecture team or other relevant specialists to review system architecture in depth, ensuring support aligns with the organization’s technical direction and improves integration across systems.
• Log and analyze recurring incidents and software patterns through ITSM tools, then develop preventive actions that reduce repeat issues and improve support quality.
• Create and run complex scripts for data correction and operational support, using sound coding practices to resolve incidents effectively.
• Use temporary and secure access to production environments when handling critical data-related incidents, while strictly following security and confidentiality procedures.
• Escalate high-priority incidents to senior management and technical leadership to ensure fast and effective response, and continue tracking resolution progress with detailed documentation.
• Follow ITIL-based incident and problem management practices, while contributing to ongoing process and service improvements.
• Participate in the development and delivery of training programs for the support team to strengthen technical capability and prepare the team for expected workloads.
• Coordinate effectively with internal technical teams such as development, database, and systems analysis, as well as external vendors, to provide complete and integrated software support.
• Prepare regular reports covering incident status, support progress, and system performance, along with practical recommendations for improving service quality.
• Apply information security and data confidentiality standards in line with Dubai Customs policies, protecting sensitive information from misuse or unauthorized access.
• Contribute to performance and quality improvement initiatives under Dubai’s excellence programs and support related strategic and development projects.
• Assess the impact of software and technology updates on the support environment and recommend improvement or replacement plans to maintain continuity and efficiency.
• Help develop work instructions and technical procedures to standardize support and maintenance practices according to global best practices.
• Measure support performance using KPIs such as response time, solution quality, and internal customer satisfaction, then work continuously to improve these metrics and report on them accordingly.

General Duties

• Follow all health, safety, and environmental policies and procedures to help maintain a safe workplace, including participation in safety training and immediate reporting of unsafe conditions or practices.
• Identify and implement cost-saving initiatives through better use of resources and waste reduction, while suggesting practical ways to simplify work and improve cost efficiency over time.
• Communicate clearly and professionally with colleagues, supervisors, and stakeholders, and contribute constructively in meetings and discussions.
• Work cooperatively within teams to achieve shared goals, support colleagues by exchanging knowledge and resources, and help create a positive and collaborative environment.
• Continuously look for innovation opportunities and improvements in workflows and operations, sharing expertise to build capability and strengthen skills across Dubai Customs.
• Guide new employees and document key processes to help preserve institutional knowledge and transfer it effectively.
• Protect all sensitive and Dubai Customs-related information by strictly following data protection policies and related protocols.
• Strive for excellence in all tasks, improve processes and outcomes continuously, and act with integrity and fairness in line with Dubai Customs’ code of ethics.
• Disclose any potential conflict of interest and avoid situations that may negatively affect Dubai Customs’ interests, while respecting copyright rules and intellectual property usage policies.

Development Expectations

• Actively pursue professional growth by attending relevant training sessions, workshops, and role-related programs that strengthen knowledge and capability.
• Regularly review and update self-development goals to align skills and learning with Dubai Customs’ needs and job requirements.
• Stay current with industry trends, technologies, and best practices to remain effective, competitive, and high-performing in the role.
• Seek regular feedback from supervisors and colleagues to identify areas for improvement and implement needed changes to enhance performance.
• Build adaptability to changes in the work environment and approach new challenges and responsibilities with a positive and productive mindset.

Qualifications

A bachelor’s degree in a relevant field is required. The role also calls for 0 to 2 years of experience in related areas.

Additional Information

This is a full-time onsite position based in Dubai, United Arab Emirates. The employer is Dubai Customs, and the advertised job category is Information Technology Technician. The role is open to UAE nationals only. Salary is unspecified. The posting date is 24/06/2026 and the closing date is 24/07/2026.