Technical Support Engineer — Train, Troubleshoot & Users

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Conduct computer training needs assessment by collecting information on employee skillsets
• Create technical training programs according to requirements
• Provide training schedules and agendas
• Determine course content and objectives
• Determine system utilization requirements by researching and testing systems
• Evaluate technical employees and identify areas needing improvement
• Prepare training materials and sessions, in groups or individually
• Report data on completed courses, issues, and absences
• Determine overall effectiveness of programs and training by listening to feedback and making improvements as needed
• Maintain technical knowledge by attending educational workshops and reviewing publications
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (e.g., by testing different scenarios or impersonating users)
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with Product, Sales and Marketing teams
• Have experience as a Customer Support Specialist or similar CS role
• Be familiar with the industry (preferred)
• Have experience using help desk software and remote support tools
• Understand how CRM and ERP systems work
• Possess excellent communication and problem‑solving skills
• Show multi‑tasking abilities
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution within agreed time limits
• Escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Prioritize and manage several open issues at one time
• Document technical knowledge in the form of notes and manuals
• Conduct systems analysis for new modules that are being developed or that the company wants to develop
• Review and test updates in beta versions before submitting the version to the customer

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience
• At least 3 years of experience in this sector
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands‑on experience with Windows, Linux and Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem‑solving and communication skills
• Ability to provide step‑by‑step technical help, both written and verbal

• Knowledge of frontend build tools and task runners
• Experience with version control systems, such as Git
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Experience with Jira, Slack and Clickup platforms
• Knowledge of CI/CD tools for web application development lifecycle
• Familiarity with tools such as JIRA, Confluence, Docker

• Excellent problem‑solving skills and attention to detail
• Positive attitude and deals with people in good manner
• Problem solving skills
• Arabic and English communication skills