Technical Support Engineer (E-Invoicing & Live Reporting)

The Technical Support Engineer (TSE) – E-Invoicing & Live Reporting is a key member of client’s customer support organization, responsible for supporting and building relationships across all ELR customers and ensuring compliance with local regulatory demands.

In this role, you will serve as a technical contact for all customers using client’s E-Invoicing and Live Reporting (ELR) solution. You’ll be accountable for delivering timely, expert technical support and an exceptional customer experience, while acting as a trusted partner in helping customers meet complex regulatory requirements.

You’ll work closely with internal teams across product, engineering, compliance, and support to resolve technical issues and advocate for your customers’ needs in a 24x7 global support environment.

Shift timings: 1PM - 10 PM / 2 PM - 11 PM IST.

Responsibilities:

• Serve as a primary technical support engineer for all customers using client’s ELR solutions.
• Provide 24x7 support as part of a global team, including participation in on-call rotations and shift coverage (evenings, weekends, and holidays) as required.
• Ensure timely resolution of complex technical issues and escalations, meeting enterprise-level expectations for responsiveness and accuracy.
• Troubleshoot integration challenges, API errors, platform behaviours, and data formatting issues (e.g., XML, UBL).
• Use logs, monitoring tools, and diagnostics to investigate and resolve technical incidents.
• Monitor and manage your technical case workload and provide regular customer updates with transparency and urgency.
• Maintain a detailed understanding of each customer’s compliance requirements, technical environment, and integration architecture.
• Proactively identify recurring issues and collaborate with internal teams to drive improvements and reduce customer effort.
• Represent customer needs internally and support the prioritization of development and compliance updates.
• Create and maintain documentation and technical knowledge resources to reduce friction and improve support outcomes.
• Stay current on changes in the e‑invoicing regulatory landscape and client’s product roadmap.

Requirements:

• Experience using AI and AI-related technologies, ready to thrive in an AI-driven environment.
• Ability to apply AI every day to business challenges—improving efficiency, contributing solutions, and driving results for your team, the company, and our customers.
• Curiosity about new AI trends and best practices, and willingness to share what you learn so others can benefit too.
• A minimum of 4 years of experience in a technical support or technical account management or similar role supporting customers on SaaS-based solutions.
• Strong relationship-building skills with the ability to earn trust with senior technical and business stakeholders.
• Proven ability to work through complex issues involving data formats, integrations, and platform behaviour.
• Ability to manage multiple priorities, escalations, and competing deadlines in a high-accountability, customer-facing environment.
• Hands-on troubleshooting experience using logs, tools, and data diagnostics.
• Comfort working both independently and collaboratively across cross-functional global teams.
• Willingness and ability to work within a 24x7 support model, including shifts and on-call responsibilities.

What Will Set You Apart

• Experience with electronic invoicing / E- Reporting systems.
• Familiarity with RESTful APIs and structured data formats like XML, UBL, JSON.
• Experience using API testing tools such as Postman or similar.
• Background in ERP platforms, tax compliance, fintech, or accounting software.
• Technical knowledge in SQL, networking, or data analytics.
• Prior experience with client’s product suite or similar platforms.
• French or Portuguese (or any equivalent) language skills for supporting customers in additional regions.
• Tax or indirect tax background supporting compliance or financial use cases.

What Success Looks Like

• You’ve built trusted working relationships with assigned ELR customers and understand their technical environments.
• You’ve successfully resolved complex technical issues and supported integrations with confidence.
• You’ve proactively identified improvements that reduced customer effort, incident volume, and escalations.
• You’ve acted as a strong internal advocate for your customers, influencing roadmap and compliance priorities based on real-world needs.
• You consistently meet or exceed SLAs and quality targets in a 24x7 support operation.

Who You Are

• You’re driven by helping customers solve complex technical and compliance problems.
• You thrive under pressure, remain calm, and deliver with urgency.
• You’re comfortable speaking with developers, compliance leads, and executives alike.
• You take ownership and follow through—even when the path is difficult.
• You enjoy learning and adapting to changing technical and regulatory landscapes.
• You embrace AI and automation as core tools in how you work and support customers.

This is a high-impact, high-visibility opportunity to work directly with client’s most important customers. If you’re excited to combine technical depth, 24x7 global support, and real customer impact, we’d love to hear from you.