Senior Technical Services Engineer - Tier 3 Support

keyloophol; Dubai; On-site; AED 80,000 - 100,000; Full time

Job summary

A leading technology company in Dubai seeks a Technical Services Engineer to provide Tier 3 technical and software support. You will analyze and resolve complex product issues while mentoring Tier 2 Support Analysts. This role requires excellent technical skills, problem-solving abilities, and effective communication. The ideal candidate will thrive in a collaborative environment and be proactive in identifying opportunities for improvement. A flexible approach to working practices is essential.

Qualifications

• In-depth knowledge of Keyloop products.
• Experience in providing Tier 3 support.
• Ability to analyze complex product issues.

Responsibilities

• Mentor Tier 2 Support Analysts.
• Analyze and resolve complex product issues.
• Respond to customer needs with empathy.
• Document solutions and produce written guidance.
• Lead introduction of new Products into support.
• Report issues and recommend process improvements.
• Perform initial troubleshooting for platform services.
• Maintain effective communication with stakeholders.
• Manage capacity and performance of environments.

Skills

Analytical skills

Technical/Application skills

Problem-solving

Excellent communication

Coaching and mentoring

Job description

A leading technology company in Dubai seeks a Technical Services Engineer to provide Tier 3 technical and software support. You will analyze and resolve complex product issues while mentoring Tier 2 Support Analysts. This role requires excellent technical skills, problem-solving abilities, and effective communication. The ideal candidate will thrive in a collaborative environment and be proactive in identifying opportunities for improvement. A flexible approach to working practices is essential.