Job Description

Position Overview

We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our Egypt Technical Team. This is a full-time, remote position. The ideal candidate will serve as a senior point of contact for customer inquiries, technical issues, and support requests, providing L1/L2 technical support and troubleshooting. You will be responsible for diagnosing and resolving complex software and hardware issues, ensuring customer satisfaction, and mentoring junior support engineers.

Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Minimum of 5 years of experience in technical support, help desk, or a similar role.
• Technical Skills:
  • Strong understanding of software and hardware products.
  • Ability to troubleshoot technical issues independently and collaboratively.
  • Good knowledge of infrastructure, networking, security, servers, databases, application servers, virtualization, and cloud computing.
  • Good understanding of SQL.
  • Experience with MS Azure, AWS, or Google Cloud is a plus.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical skills.
  • Patience, empathy, and a customer-centric mindset.
  • Ability to work independently and as part of a team.
  • Detail-oriented and committed to delivering high-quality results.
• Language: Fluent English and Arabic (spoken and written) is required.
• Tools: Familiarity with customer support tools, ticketing systems, and CRM systems.
• Leadership: Proven leadership abilities and experience mentoring junior support engineers.

Responsibilities

• Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
• Provide L1/L2 technical support and troubleshooting.
• Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
• Ensure Root Cause Analysis (RCA) is provided/documented for each critical incident.
• Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
• Mentor and provide guidance to junior support engineers, assisting in their professional development.
• Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
• Assist customers with product installations, configurations, and updates.
• Offer training to customers on how to effectively use our software products.
• Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
• Identify trends in customer support requests and work to improve product usability and customer experience.
• Stay up to date with product knowledge and updates to provide accurate and helpful assistance.

Additional Details

• Employment Type: Full-time
• Workplace: Remote
• Language: English
• Department: Egypt Technical Team
• Published: 2025-06-18
• Remote: Yes