Customer Support Engineer (Remote Job UAE/Dubai,IT/Tech

Position: Customer Support Engineer (Remote)

Hired is seeking a Customer Support Engineer for a fully remote opportunity with one of its clients. This role focuses on delivering exceptional customer support by troubleshooting technical issues, improving user experiences, and ensuring smooth platform operations.

The successful candidate will work closely with customers, engineering teams, and product leaders to investigate issues, identify root causes, and provide effective solutions. This position is ideal for a technically skilled professional who enjoys problem-solving, SaaS environments, and working with AI-driven platforms.

Key Responsibilities

Investigate customer-reported issues by reproducing bugs, identifying root causes, and distinguishing between user experience challenges, system defects, and technical limitations.
Troubleshoot across AI and SaaS platforms using telemetry, logs, network analysis, and database queries.
Analyze issues and determine whether they require engineering escalation or can be resolved through configuration updates, guidance, or process improvements.
Identify recurring problems, product risks, and improvement opportunities for engineering and product teams.
Create technical documentation, runbooks, and support resources to improve resolution efficiency.
Collaborate with engineering teams to resolve complex technical challenges.
Support users by providing accurate, professional, and timely solutions.

Requirements

Experience troubleshooting and debugging web applications with knowledge of modern SaaS environments.
Strong written and verbal English communication skills with a professional and customer-focused approach.
Familiarity with telemetry data, system logs, and database queries for technical troubleshooting.
Experience working in remote, customer-facing technical support roles.
Ability to work with Pacific Time (PT/PST) overlapping hours.
Strong problem-solving skills with the ability to prioritize and elevate technical issues effectively.
Experience identifying user experience challenges and broader product risks.
Strong documentation skills for creating training materials and support guides.

Strong knowledge of

SaaS platforms, web application troubleshooting, and technical support.
AI-powered platforms, debugging workflows, and production issue analysis.
Logs, telemetry, database queries, and engineering collaboration processes.
Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field

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