Product Support Engineer

Careers International; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An IT support company in Dubai seeks a skilled Product Support Engineer to deliver technical support for various IT products. The role involves troubleshooting hardware and software issues, assisting customers with installations, and collaborating with engineering teams. Ideal candidates should have a Bachelor's in Computer Science, 2+ years of experience in technical support, and strong communication skills. This position offers a collaborative work environment with opportunities for continuous learning.

Qualifications

• Minimum of 2 years of experience as a Product Support Engineer or similar role.
• Proven experience with troubleshooting and resolving IT system issues.
• Strong knowledge of operating systems and networking concepts.

Responsibilities

• Deliver first-level and second-level technical support for IT products.
• Assist customers with installation and configuration of IT products.
• Work with engineering and product teams to resolve recurring issues.

Skills

Troubleshooting and resolving technical issues

Customer service and communication

Proficiency with IT support tools

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira

Job description

We are seeking a highly skilled Product Support Engineer to join our team in Dubai. The ideal candidate will be responsible for delivering first‑level and second‑level technical support for IT products including hardware, software and applications. This role requires a proactive individual who can diagnose and resolve issues efficiently, ensuring the smooth operation of our IT solutions for clients.

Technical Support

• Provide first‑level and second‑level support for IT products, troubleshooting issues related to hardware, software and applications.
• Assist customers with installation, configuration and setup of IT products.
• Identify, replicate and resolve technical issues, escalating complex problems to senior technical teams or vendors when necessary.

Product Expertise

• Develop a deep understanding of the IT products offered, including their functionalities, features and technical specifications.
• Stay updated on the latest software updates, patches and changes to ensure effective support.

Customer Interaction

• Respond promptly and professionally to customer inquiries via email, phone or ticketing systems.
• Provide step‑by‑step technical guidance to non‑technical users, ensuring clarity and simplicity in communication.

Collaboration and Continuous Improvement

• Work closely with the engineering, product development and quality assurance teams to identify and resolve recurring issues.
• Participate in regular training sessions and workshops to enhance technical knowledge.
• Provide feedback to product development teams regarding user challenges and suggested improvements.

Requirements

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Minimum of 24 years of experience as a Product Support Engineer, Technical Support Engineer or in a similar role.
• Proven experience with troubleshooting and resolving issues related to IT systems, software and hardware.
• Proficiency in IT support tools and ticketing systems (e.g. ServiceNow, Jira).
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts and enterprise software.
• Familiarity with databases (e.g. SQL) and scripting for debugging purposes is a plus.
• Strong verbal and written communication skills with the ability to convey technical information clearly.