Job description

The System Support Engineer role is part of the Customer Support Team and is responsible for providing hands-on technical support for Trapeze transportation software and hardware products used by a major government organization in the United Arab Emirates. The position reports to the Team Lead, Customer Support – Trapeze Group Middle East, and delivers daily operational support by maintaining customer systems, monitoring application and hardware performance, investigating incidents, tracking issues, and managing testing and deployment of software changes and new releases. The role also provides extended technical support for project implementations led by the Professional Services Manager, ensuring customer satisfaction through proactive support, SLA compliance, and adherence to project timelines. The position covers installation, upgrade, maintenance, and monitoring of transportation systems including Taxi Systems, E-Hailer, AVM, ITS, and AFC platforms, along with on-site troubleshooting, Mobile Data Terminal installations, and customer site visits. In addition, the role manages database administration and reporting functions including SQL Server maintenance, backups, performance tuning, ETL processes, SSRS reporting, and BI dashboards using Qlik, Power BI, and Tableau. The role requires expertise in Windows and Linux environments, scripting for maintenance and deployments, ITIL-based incident and change management processes, and strong collaboration with cross-functional teams to improve system reliability, performance, and customer experience.