Senior Technical Support Specialist (L1) – Mentor & SME

AI71; Abu Dhabi; Sur place; AED 120 000 - 180 000; Plein temps

Résumé du poste

AI71 is seeking a Senior L1 Technical Support Specialist to own high-volume front-line issues and guide the L1 team. You will triage, diagnose, and escalate with precise handoffs, while mentoring peers and shaping support processes for both SaaS and on-prem environments.

You will manage complex client interactions, de-escalate when needed, and contribute to knowledge base improvements and runbooks, ensuring top-quality service across platforms.

Qualifications

• 3–5 years in technical support/helpdesk.
• Experience mentoring or informally leading peers.
• Comfortable reading logs and using admin/config tooling to diagnose issues without engineering support.
• Working knowledge of networking fundamentals (DNS, VPN, API basics, HTTP status codes).
• Basic SQL for querying account/data state.
• Familiarity with ticketing and monitoring/status tools (e.g., Zendesk, Jira Service Management, Statuspage, Datadog).
• Knowledge of end-to-end SDLC and application support lifecycle.
• Experience owning the creation and maintenance of SOPs and KB content related to applications.

Responsabilités

• Exercise judgment on ambiguous or novel issues and determine root cause before escalation.
• Perform deeper diagnostics by reading logs and inspecting configs.
• Own escalations end-to-end with precise handoff notes to L2/engineering.
• Judge incident severity and trigger outages when needed.
• Identify patterns and surface systemic issues to engineering/product.
• Correlate tickets with deployments using release notes and status pages.
• Run basic environment health checks per runbooks and restart services as needed.
• Serve as SME for one or more platform modules or client segments.

Connaissances

Technical support

Escalation management

Mentorship

Communication

Networking basics

SQL basics

DevOps awareness

Analytical thinking

Cross-functional collaboration

Outils

Zendesk

Jira Service Management

Statuspage

Datadog

GitHub Actions

Azure DevOps

Jenkins

Description du poste

AI71 is seeking a Senior L1 Technical Support Specialist to own high-volume front-line issues and guide the L1 team. You will triage, diagnose, and escalate with precise handoffs, while mentoring peers and shaping support processes for both SaaS and on-prem environments.

You will manage complex client interactions, de-escalate when needed, and contribute to knowledge base improvements and runbooks, ensuring top-quality service across platforms.