Senior L2 Technical Support Specialist (Arabic)

ai71; Abu Dhabi; On-site; AED 260,000 - 380,000; Full time

Job summary

AI71 is seeking a Senior L2 Technical Support Specialist to own complex, cross-system issues and mentor L1/L2 teams across managed SaaS and on-prem environments. You will perform root-cause analysis, craft engineer-ready defect reports, and lead major incident response with clients and engineering.

You will serve as SME for one or more platform modules, drive knowledge transfer, and partner with DevOps/SRE to ensure robust release readiness and proactive monitoring. Fluent Arabic is essential.

Qualifications

• 5–8 years in technical/application support with 2+ years at L2 level.
• Fluency in Arabic is essential.
• Hands-on DevOps experience with deployments and releases.
• Experience mentoring and leading support peers.
• Advanced knowledge of enterprise platforms, OS environments, and auth patterns.
• Strong analytical skills: log analysis, backend diagnostics, and data tracing.
• Proactive monitoring via dashboards and logs.
• Calm, credible presence in escalated or high-pressure situations.

Responsibilities

• Diagnose and resolve complex L2 issues including SSO, API, data integrity, and performance.
• Perform root-cause analysis and apply fixes before L3.
• Write precise defect reports and handoff notes for engineering.
• Lead major incident response and client communications.
• Mentor L1/L2 staff and improve KB and triage processes.
• Own knowledge transfer and drive SOP/KB improvements.

Skills

Arabic fluency

DevOps experience

Mentoring

Enterprise tech knowledge

Executive communication

Root-cause analysis

Proactive monitoring

Calm under pressure

Tools

Postman

cURL

Jenkins

GitHub Actions

Azure DevOps

Docker

Kubernetes

AWS

Azure

GCP

Datadog

Zendesk

Jira Service Management

Statuspage

Job description

AI71 is seeking a Senior L2 Technical Support Specialist to own complex, cross-system issues and mentor L1/L2 teams across managed SaaS and on-prem environments. You will perform root-cause analysis, craft engineer-ready defect reports, and lead major incident response with clients and engineering.

You will serve as SME for one or more platform modules, drive knowledge transfer, and partner with DevOps/SRE to ensure robust release readiness and proactive monitoring. Fluent Arabic is essential.