Job Title: Senior Technical Support Engineer

Location: Dubai, United Arab Emirates

Department: Technical Support / Product Implementation

Experience: 3+ Years

1. Job Summary

We are looking for a technically skilled Senior Technical Support Engineer to manage application testing, deployment, configuration, customization, and technical troubleshooting for our company's software products.

2. Key Responsibilities • Execute system installations, user account setups, and infrastructure network configurations across both on-site client locations and remote environments. • Manage and deploy core databases, custom operational scripts, and software configurations (Comprehensive product training will be provided). • Properly isolate, log, and escalate unresolved enterprise issues to internal technical workflows (e.g., developers, systems administrators). • Communicate effectively and directly with clients via WhatsApp and online conferencing tools to guide them step-by-step through incident resolution. • Log, prioritize, and track open service tickets transparently, ensuring strict timeline adherence and proactive stakeholder updates. • Conduct structured post-resolution follow-ups with clients to systematically confirm systems are fully functional. • Document technical solutions, structural configurations, and workflows in internal manuals, localized FAQs, and engineering reports. • Maintain highly professional, positive, and customer-centric client relationships to preserve corporate satisfaction scores.

3. Qualifications and Experience • Exceptional spoken and written English communication skills. • Bachelor's degree or diploma in Information Technology, Computer Science, Software Engineering, or a related field. • 3+ years of experience in application support, software deployment, technical troubleshooting, or implementation of commercial software products. • Strong understanding of application architecture (client-server architecture), databases, networking, and integrations. • Practical experience with Windows Server, IIS and SSL certificates. • Practical understanding of network architecture (LAN/WAN configuration, IP addressing schemes, routing protocols, and connectivity troubleshooting). • Basic Knowledge on how integrations are done using APIs • Ability to investigate technical problems independently and work with internal development and QA teams.