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Technical Support Engineer (Arabic Fluency)



IT, Customer Service
Posted on Friday, May 31, 2024

Company overview:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

This is a unique role where the responsibilities, skills and competencies are a combination of a Technical Consultant and a Technical Support Engineer. In this position you would be a key resource to our customers in the Middle Eastern region that require a higher level of personal and onsite support. This would be for project implementation work where you would be responsible for executing technical deliverables to enable our customers to integrate their systems and their supply chain trade partners to TraceLink’s Opus Digital Network Platform. And you would provide post implementation support to our customers when they have questions, encounter issues or need training on the applications. This role requires a combination of technical, consultative, and interpersonal skills to be successful.


  • Configure customer environments using TraceLink best practices and Work Instructions.

  • Design and document business processes to identify appropriate TraceLink configurations, integration points and event triggers.

  • Translate customer user stories into requirements to create and modify solutions using our low code / no code application.

  • Write technical design documents where required.

  • Provide subject matter expertise on TraceLink’s data interfaces.

  • Review, create, edit and test customer interfaces in various formats (CSV, XML, IDOC, EDI etc.).

  • Support user testing activities such as troubleshooting, reading error messages and ensuring the expected results are delivered.

  • Provide guidance on how global government regulations impact TraceLink configurations.

  • Log product enhancements and defects into the TraceLink tracking systems.

  • Provide deliverable status updates to the Project Manager in a timely, consistent and professional manner.

Essential Qualifications

  • Fluent in written and spoken English and Arabic.

  • BS/BA technical degree or equivalent experience.

  • 3 - 4+ years of experience in customer-facing roles, preferably within technology organizations.

  • Able to read, parse and manipulate various technical formats such as XML, EDI and CSV.

  • A working knowledge of XML and B2B technologies such as AS2 and SFTP.

  • A working knowledge of Web Services (WSDL, SOAP, etc.).

  • Able to use debugging software.

  • Able to work on and identify multiple solutions to various use cases and problems that may arise.

  • A strong working knowledge of Microsoft products (Office, Outlook, SharePoint), Google products (Gmail, Calendar, Drive, Docs, Sheets, Slides, Groups, Hangouts, Forms), Salesforce and other industry standard collaboration tools (Slack, etc.).

  • Has a curiosity to expand technical knowledge and learn new things

  • Able to travel domestically and/or internationally as needed ( 50% - 75% travel requirement).

Desirable Qualifications

  • Knowledge of supply chain business processes including distribution, logistics, warehousing and serialization.

  • Working knowledge of UNIX and/or Kibana.

  • Working knowledge of JavaScript.

  • Life Sciences experience.

  • Experience working with an application platform

Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact Candidate-Privacy@tracelink.com.