Software Support Specialist

Trasix; Dubai; Remote; AED 60,000 - 120,000; Full time

Job summary

Trasix is seeking a Software Support Specialist for a remote role to assist our global users. You will identify and resolve technical issues, manage tickets, and provide prompt, precise support while collaborating with QA, Development, and Product teams.

The ideal candidate has a Bachelor’s in CS/IT and 2–3 years of Level 1–2 support experience, with strong Excel skills and familiarity with SQL being a plus. Strong communication is essential.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 2–3 years of Level 1–2 technical support experience.
• Experience with at least one ticketing system.
• Strong communication and troubleshooting skills.
• Proficiency in Microsoft Excel; working knowledge of Microsoft SQL is a plus.

Responsibilities

• Develop a deep understanding of our application and user scenarios.
• Investigate issues, perform root-cause analysis, and escalate when needed.
• Communicate solutions clearly to end users.
• Manage and prioritize support tickets using our system.
• Train users on system functionality when required.
• Provide on-site support to customers as needed.
• Identify recurring issues and suggest process improvements.
• Collaborate with QA, Development, and Product to resolve issues efficiently.

Skills

Technical support

Communication

Independent work

Problem solving

Education

Bachelors in CS/IT

Tools

Ticketing system

Microsoft Excel

Microsoft SQL

Job description

Job Location: Remote

About Trasix

Trasix FZCO provides an innovative digital solution that supports global

fashion and sporting brands in managing product presentations, order

workflows, and large-scale B2B operations. Our software is used worldwide,

and reliability, usability, and customer satisfaction are at the core of what we

do.

Overview

We are looking for a Software Support Specialist to provide exceptional

support to our application users. In this position, you will identify and resolve

technical issues, handle support tickets, and ensure customers receive prompt,

precise, and professional help. You will collaborate with multiple teams and

play a key role in maintaining a seamless user experience for our global clients.

Responsibilities

• Develop a strong understanding of our application and common user scenarios.
• Investigate and troubleshoot issues, conduct root-cause analysis, and escalat**e** when necessary.
• Communicate solutions clearly and professionally to end users.
• Manage and prioritize support tickets using our ticketing system.
• Train users on system functionality when required.
• Provide on-site support to customers as needed.
• Identify recurring issues and recommend improvements to support processes.
• Collaborate with internal teams (QA, Development, Product) to ensure issues are resolved efficiently.

Requirements

• A bachelor’s degree in Computer Science, IT, or a related field.
• 2–3 years of experience providing Level 1 and Level 2 technical support.
• Experience using at least one support ticketing system.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Strong troubleshooting and analytical skills, with the ability to work independently and collaboratively.
• Good understanding of operating systems, programming frameworks, and general IT environments.
• Proficiency in Microsoft Excel.
• Working knowledge of Microsoft SQL (advantage).

Why Join Us

• Support a global platform used by leading fashion and sports brands.
• Collaborative environment with opportunities to grow your technical and customer-facing skills.
• A role where your insights help shape product quality and customer satisfaction.
• Exposure to modern tools, technologies, and cross-functional teamwork.