Product Support Engineer

About the Role

Complyance is a developer-first e-invoicing SaaS company. We provide a single API to help businesses connect invoicing workflows and meet e-invoicing mandates across markets, including the UAE and Saudi Arabia’s ZATCA requirements.

Mission

Product Support Engineering at Complyance involves understanding and resolving technical issues, assisting customers, and contributing to product or tool improvements. The role focuses on building technical depth by investigating APIs, integrations, and invoicing workflows, while owning the customer's experience through to a verified resolution. When not handling client issues, you will build, maintain, and enhance our internal support bot.

Key Responsibilities

• Investigate and reproduce technical problems using browser developer tools, APIs, logs, and product behavior.
• Differentiate between configuration issues, integration failures, product defects, and expected behavior.
• Communicate technical issues clearly to customers, agree on next actions, and provide updates.
• Verify restored workflows before closing an issue.
• Write and debug diagnostic or reproduction scripts, regression tests, and support tool improvements.
• Contribute reviewed bug fixes as skills develop.
• Build and own the internal support bot, addressing recurring support needs, fixing defects, and adding tests.
• Collaborate with Core Product Engineering by providing evidence, reproduction steps, and technical requests.
• Create troubleshooting guides, diagnostics, automation, and product feedback to improve future support cases.
• Develop knowledge of supported country workflows, customer integrations, and document journeys.

Requirements & Tech Stack

• Working understanding of HTTP, JSON, APIs, authentication, client-server behavior, and databases.
• Ability to write, debug, and test small programs.
• Ability to read unfamiliar code.
• Skill in using logs or queries to reason about a problem.
• Strong communication skills, able to explain technical issues to both technical and non-technical audiences.
• Ability to take ownership after escalation, distinguish facts from assumptions, and ask for help when needed.
• Capacity for independent research and responsiveness to feedback.
• Prior Product Support experience is not required.
• A particular degree or previous e-invoicing specialization is not required.

Bonus Points

• Experience with ERP/accounting integrations, webhooks, and asynchronous systems.
• Familiarity with MongoDB or SQL.
• Experience with browser developer tools.
• Customer-facing troubleshooting experience.
• Experience with TypeScript/JavaScript, Bun, React/Next.js, and automated testing.

Qualifications

• Experience in product support, software engineering, or API/integration troubleshooting.
• Alternatively, a fresher with strong foundations and learning potential.
• Genuine interest in a customer-facing product support environment.
• Aptitude for understanding system mechanics rather than just following scripts.
• Ability to break down unfamiliar problems into manageable checks.

What Growth and Success Look Like

• Development of product understanding, diagnostic depth, customer communication, and engineering skills through coaching and practical work.
• Success is defined by sound diagnosis, safe decisions, kept communication commitments, useful tools, and verified customer progress, not ticket, fix, article, or pull-request quotas.

Why Complyance?

• Competitive base salary (range shared with shortlisted candidates).
• Comprehensive benefits, including health insurance and paid time off.
• Opportunity to build for a category shaped by regulation in fast-moving e-invoicing markets.
• A lean, collaborative team where work is visible and decisions matter.