- 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 that RCA 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.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Minimum of 5 years of experience in technical support, help desk, or a similar role.
- Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
- Good knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc.
- Excellent communication and interpersonal skills to interact effectively with customers.
- Familiarity with customer support tools , Ticketing systems and CRM systems.
- Proven leadership abilities and experience mentoring junior support engineers.
- Strong problem-solving and analytical skills.
- Patience, empathy, and a customer-centric mindset.
- Ability to work independently and as part of a team.
- Excellent communication, Email and teamwork skills.
- Detail-oriented and committed to delivering high-quality results.
- Fluent English/Arabic level is required, both spoken and written.
- Good understanding of SQL.
- Experience with MS Azure, AWS or Google Cloud will be a plus.