Senior Enterprise Support Engineer

ai71; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

AI71 seeks a Senior L2 Technical Support Specialist to own complex, escalated issues spanning SaaS and on-prem environments. You will be the SME for key modules, drive root-cause analysis, and mentor junior staff while coordinating with engineering and product teams.

You will manage high-visibility client interactions, validate fixes in production, and contribute to process improvement, release readiness and knowledge base enhancements.

Qualifications

• 5–8 years in technical/support with 2+ years at L2 level.
• Experience handling escalated/high-visibility client issues.
• Hands-on DevOps exposure: deployments, CI/CD, containers.
• Proven mentoring or coaching of peers.

Responsibilities

• Diagnose and resolve complex L2 issues escalated from L1 across SSO, API, data integrity and perf.
• Own escalations end-to-end with precise defect reports and handoffs to L3/engineering.
• Lead major incident response and client communications as needed.
• Mentor L1/L2 staff and improve knowledge base and triage workflows.

Skills

Advanced L2 support

Root-cause analysis

Incident management

Mentorship

Executive communication

Cross-functional collaboration

Tools

Jira Service Management

Datadog

Zendesk

Statuspage

Postman

cURL

Job description

AI71 seeks a Senior L2 Technical Support Specialist to own complex, escalated issues spanning SaaS and on-prem environments. You will be the SME for key modules, drive root-cause analysis, and mentor junior staff while coordinating with engineering and product teams.

You will manage high-visibility client interactions, validate fixes in production, and contribute to process improvement, release readiness and knowledge base enhancements.