Software Support Engineer (Remote)

Nybl; Dubai; Remote; AED 120,000 - 200,000; Full time

Job summary

A leading AI technology firm in Dubai seeks a First-line Technical Support Specialist to assist SaaS customers. Responsibilities include responding to support tickets, triaging issues, and maintaining documentation. Ideal candidates have a Bachelor's degree and 2+ years in technical support. Join a culture focused on innovation and flexibility with unlimited leave and adaptable work hours.

Benefits

Unlimited leave

Flexible hours

Qualifications

• 2+ years in technical support, helpdesk, or SaaS operations.
• Familiar with Web applications, APIs, authentication.
• Basic understanding of DevOps tools.

Responsibilities

• Respond to support tickets via portal, email, and phone.
• Perform initial triage: reproduce issues, gather logs.
• Escalate unresolved or high-severity cases to L2/L3 Engineers.

Skills

Troubleshooting

Communication skills

Technical support

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

Zendesk

FreshService

Jira

Job description

Overview

About nybl. We are developing an AI ecosystem that enables businesses, in any industry, to be able to deploy artificially intelligent solutions using both our platform and applications. Our mission is to develop science-based, physics-informed AI AI applications for the critical industries that humanity needs to survive and thrive.

By enabling brilliant people to solve pressing humanitarian, energy, scientific, and sustainability challenges, we’re proving the power of AI to make a global impact. Our vision is to democratize AI - unlocking the full depth and breadth of human potential through our suite of AI applications, a world-class ML framework, and platform that transforms data into actionable intelligence.

Role Summary

First-line technical support for Nybl’s SaaS customers, triage incoming service requests, resolve common issues, and escalate complex cases to L2/L3 Engineers

Responsibilities

• Respond to support tickets via portal, email, and phone
• Perform initial triage: reproduce issues, gather logs, verify environment
• Resolve common issues (e.g., login failures, configuration errors, report exports)
• Escalate unresolved or high-severity cases to L2/L3 Service Engineers
• Maintain accurate documentation in the knowledge base
• Follow incident management workflows
• Communicate status updates to clients (especially during escalations)

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field
• 2+ years in technical support, helpdesk, or SaaS operations
• Strong troubleshooting and communication skills (written & verbal)
• Experience with ticketing systems (e.g., Zendesk, FreshService, Jira)
• Familiar with Web applications, APIs, authentication (SSO, MFA), Cloud platforms (AWS, Azure) and SaaS architectures
• Basic understanding of DevOps tools (e.g., GitHub, Slack, CI/CD)
• Certification: ITIL, CompTIA A+, Google IT Support

Our nyblers

Everything we do is for the good of others. Our people innovate, develop, deploy, and support incredible technology and software. We employ the best so we can be the best. We have no room for complacency or anyone willing to settle. Our success is driven by our team’s unquenchable thirst for innovation, creativity, and customer happiness. We go above and beyond every single day.

Our Culture We believe health, happiness, and productivity go hand-in-hand. That's why we're continually looking to enhance the ways we support our team with benefits programs and perks that allow every nybler to do the best work of their life. From unlimited leave to the freedom to choose your own hours, we know our people have lives outside of nybl so we give them the flexibility they deserve.