支持工程师

About the role

We are looking for a proactive Support Engineer to be the first‑line on‑site contact for users of our SFA‑DMS solution across sales, delivery, warehouse and finance functions. The role involves hands‑on troubleshooting in real field environments, ensuring smooth offline synchronization, device operation and invoice printing.

Key responsibilities

• Act as the daily on‑site first point of contact for RTC end‑users of the SFA‑DMS solution.
• Walk floors, depots and yards, and ride‑along routes to reproduce field issues such as offline sync failures, invoice printing problems and device behaviour.
• Log, triage and classify incoming tickets, perform first‑line troubleshooting and resolve issues at L1 whenever possible.
• Escalate unresolved cases to L2 or L3 with clear reproduction steps following the escalation matrix.
• Provide on‑site coaching, quick tips and adoption support to non‑technical frontline users.
• Support go‑live cut‑over, wave‑by‑wave rollouts and the Hypercare window with mandatory daily presence.
• Adhere to SLA tiers (P1–P4) for incident response and resolution, maintaining accurate ticket records.

Required profile

• Hands‑on first‑line support experience with a Salesforce‑based SFA/DMS or similar FMCG route‑to‑market solution.
• Ability to reproduce field issues in real depot or route conditions.
• Familiarity with ticket logging, triage and basic troubleshooting processes.
• Understanding of DSD/Van Sales operations (invoicing, returns, collections, route execution).
• Fluent in Arabic and English (written and spoken) and able to work on‑site in Kuwait.
• Willingness to travel to depots, yards and ride‑along field routes.

Required skills

• Salesforce
• SFA/DMS platforms
• Offline sync troubleshooting
• Device behaviour troubleshooting
• Bluetooth invoice printing
• Thermal invoice printing
• Ticket logging and triage
• Basic configuration and process flow reading