Senior Technical Account Engineer
Reuters is looking for Technical Support Engineer to be based in our office in Dubai.
This role blends Technical Account Management (TAM) with advanced (L2) Service Engineering responsibilities to create a strategic technical partner for our global media and sports organization clients. The Technical Account Engineer acts as a trusted technical advisor, proactive service optimization expert, and strategic engagement partner, while also serving as a secondary incident resolver for complex technical issues.
The ideal candidate merges deep technical platform expertise with strong relationship management skills, delivering a white-glove experience that drives customer success with Reuters products, minimizes incident impact, and strengthens Reuters’ partnerships with our customers.
About the RoleIn this opportunity as Technical Support Engineer, your main responsibilities will include:
Technical Account Management (Primary Focus)Serve as the assigned primary technical point of contact for assigned top-tier clients, partnering with account managers to align technical solutions with business objectives.
Conduct regular service reviews across assigned and targeted customers to analyze performance, review incidents, and recommend optimizations.
Develop and maintain technical account plans, including roadmap discussions, proactive risk assessments, and adoption strategies for new features.
Advocate for client needs internally, influencing product roadmaps and service improvements.
Provide strategic advisory services, ensuring clients maximize value from Reuters platforms and integrations.
Serve as an escalation point for complex technical issues requiring second-level triage and critical incidents impacting strategic accounts, ensuring rapid triage and resolution.
Collaborate with global support teams to restore service within SLA targets, applying ITIL-aligned practices.
Document root cause analysis and contribute to post-incident reviews for continuous improvement.
Lead technical onboarding for select accounts, ensuring smooth transition from implementation to operational support.
Validate integrations, coordinate migrations, and oversee complex delivery workflows tailored to client requirements.
Create and maintain client-specific technical documentation.
Contribute to Reuters’ knowledge base with insights from resolved incidents and proactive optimizations.
Identify recurring issues and initiate problem management processes to prevent future disruptions.
You’re a fit for the role Technical Support Engineer, if your background includes:
Bachelor's degree in Computer Science, Engineering, Media Technology, Telecommunications, or related technical field
5+ years of progressive experience in technical account management, customer success engineering, or technical consulting for enterprise SaaS platforms
Proven track record managing relationships with high-profile global clients (Fortune 500, international sports organizations, or media enterprises)
Deep expertise in media technology solutions: video streaming, encoding, digital asset management (DAM), and broadcast workflows
Hands‑on experience with cloud platforms (AWS, Azure, or Google Cloud) and content delivery networks (CDNs)
Strong foundation in networking concepts, protocols (TCP/IP, HTTP/HTTPS, WebRTC), and IT security best practices
Working knowledge of video standards (H.264, H.265, AV1), compression technologies, DRM systems, and OTT platform architectures
Experience supporting and managing structured service activities for SaaS platforms with demonstrated SLA/KPI achievement
Familiarity with ITIL service management processes (incident, problem, change management)
Ability to conduct technical service reviews, create account plans, and drive proactive optimization initiatives
Fluency in English (written and verbal) – essential for global client communication
Customer‑centric mindset with proven ability to build trust and credibility with C‑level and technical stakeholders
Exceptional communication skills with the ability to translate complex technical…
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