Senior L1 Tech Support Lead - Arabic

ai71; Abu Dhabi; Hybrid; AED 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working environment

Competitive compensation

Job summary

AI71 is seeking a Senior L1 Technical Support Specialist in the UAE to own high‑volume first‑tier issues and act as the bridge between clients, L1, and L2/engineering. You will mentor peers, refine triage processes, and maintain knowledge content across managed SaaS and on‑prem environments.

This role demands strong client communication, judgment on severity, and leadership in onboarding new hires while supporting both SaaS and on‑prem deployments.

Qualifications

• 3–5 years in technical support/helpdesk, with demonstrated growth in scope and ownership.
• Fluency in Arabic is essential.
• Track record of handling escalated or high‑visibility client issues.
• Experience mentoring or informally leading peers.

Responsibilities

• Own and triage high‑volume L1 issues with authority and precision.
• Mentor peers and shape L1 processes, playbooks and KB content.
• Communicate effectively with clients, CS/account teams, and engineering to drive resolution.
• Lead onboarding/training for new hires and maintain SOPs and runbooks.

Skills

Technical support

Arabic fluency

Escalation management

Mentorship

Log analysis

Education

Bachelor’s degree in a relevant field

Tools

Zendesk

Jira Service Management

Statuspage

Datadog

Job description

AI71 is seeking a Senior L1 Technical Support Specialist in the UAE to own high‑volume first‑tier issues and act as the bridge between clients, L1, and L2/engineering. You will mentor peers, refine triage processes, and maintain knowledge content across managed SaaS and on‑prem environments.

This role demands strong client communication, judgment on severity, and leadership in onboarding new hires while supporting both SaaS and on‑prem deployments.