Technical Support Engineer — Arabic (MENA)

About the role

DogeSMS serves customers in 60+ countries; first‑line technical support runs as a follow‑the‑sun rotation across language regions. This role is the Arabic (MENA)-speaking seat in that rotation, focused on the Arab world spanning the Gulf, Levant and Maghreb. Modern Standard Arabic is required for documentation and formal communication, with awareness of regional dialect variation — Gulf Arabic, Levantine and Maghrebi. The role involves approximately 60% of weekly hours reviewing transcripts in Arabic with our AI agent, labeling edge cases for retraining and partnering with the AI Agent Platform team on evaluation datasets. The remaining 40% provides direct human support for escalated tickets, including integration debugging, payment reconciliation and carrier‑side delivery investigations. Based in Dubai (UTC+4) or Casablanca (UTC+1), the role covers MENA business hours across Gulf and Maghreb with English hand‑off at shift change.

What you’ll do ...