Technical Support Engineer

Waterfall Security Solutions; Dubai; On-site; AED 80,000 - 120,000; Full time

Job summary

A leading security solutions provider seeks a Customer Field/Support Engineer to support clients during and after implementations. The role involves troubleshooting and customer support, alongside performing installations and training. Candidates should have 3-5 years of relevant experience and a degree in a related field. Strong analytical and communication skills are essential, along with a willingness to travel about 40% of the time.

Qualifications

• 3 to 5 years’ experience in IT or OT infrastructures.
• Ability to diagnose, troubleshoot, and resolve issues.
• Proven troubleshooting capabilities of software and hardware issues.

Responsibilities

• Provide Tier 1-3 level support and document system events.
• Onsite and remote installation Worldwide.
• Perform onsite customer training during initial installation.

Skills

Networking Fundamentals

Traffic capture and analysis

IT or OT Network Protocols

Security

Customer interpersonal skills

Education

BS/MS degree in Computer Science, Engineering, or related field

Job description

We are looking for a Customer Field/Support Engineer for post-sale activities. The position requires interfacing with clients as a technical expert both during the initial implementation and ongoing support of Waterfall Solutions at the customer’s site.

Responsibilities:

Provide Tier 1-3 level support including reproduction and documentation of system events.

Onsite and Remote installation Worldwide

Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.

Perform onsite customer training during initial installation and ongoing as required.

Collaborate with customers to engineer effective solutions incorporating our product

Collaborate with the Pre-Sales and Sales Team as needed to educate as well as getting customer needs/requirements.

Monitor all assign cases for customer support and update all activities on company tracking system.

Documents service and installation actions by completing forms, reports, logs, and records.

Requirements Mandatory:

3 to 5 years’ experience within working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.

Advance level – Windows and Linux environment mastering include OS installation, system modification and debug.

3 to 5 years of experience as a Technical Support Engineer or similar role.

Proven troubleshooting capabilities of software and hardware issues.

Great customer interpersonal and communication skills.

Availability for frequent traveling – approx. 40% of the time when applicable.

Experience with multidisciplinary systems.

Advantages:

High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.

Experience with OSI PI and OPC data systems installation and support.

Familiarity with SCADA – high level.

Presales background

Knowledge of Industrial Control Systems (ICS).

Education:

BS/MS degree in Computer Science, Engineering, or related field.