Technical Support Engineer

Ombori; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to enhance customer experiences through technical solutions. This role involves overseeing system stability and performance while managing operations and resolving technical issues. You'll engage with customers and collaborate across departments to implement effective solutions. Join a diverse team working on cutting-edge projects with high-profile clients globally. This is an exciting opportunity to develop your skills and contribute to a market-leading digitalization platform.

Qualifications

• Experience in a technical support role with a focus on hardware and software.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Troubleshoot and resolve customer-reported hardware and software issues.
• Engage with customers to provide first and second-line support.

Skills

Hardware troubleshooting

Software troubleshooting

Networking

Linux

Windows

Mac OS

Excellent communication

Problem-solving

IT Service Management tools

Basic IoT knowledge

Job description

Phygrid, an Ombori company, is seeking a Technical Support Engineer to join its team in Dubai, UAE.

About Phygrid

We are creating the market-leading Store Digitalization Platform to enhance in-store shopping experiences for customers and empower employees. Our solutions integrate a wide range of IoT devices, AI, and machine learning-powered cognitive services with touch screens and mobile phones to create memorable, user-friendly experiences. Find out more about us on our Website and YouTube channel.

Role Overview

In this role, you will oversee the technical infrastructure, ensuring system stability, performance, and scalability. You will manage operations, resolve technical issues, collaborate across departments to implement solutions aligned with business goals, and participate in support rotation to enhance customer satisfaction and lifetime value.

Responsibilities

• Remote troubleshooting and resolution of customer-reported hardware and software issues, including site visits
• Responding to inquiries/tickets and providing first and second-line support
• Engaging with customers through professional and empathetic communication to troubleshoot and resolve issues
• Supporting internal and external teams during customer onboarding, solution configuration, and deployments
• Proactive monitoring to prevent or minimize customer impact
• Escalating complex issues to third-line support and coordinating cross-department efforts
• Working scheduled shifts to ensure support coverage

Minimum Requirements

• Experience with hardware, software, and networking in a similar support role
• Familiarity with IT Service Management tools
• Understanding of Linux, Windows, and Mac OS, and troubleshooting using command line tools
• Excellent communication and interpersonal skills
• Basic knowledge of IoT concepts
• Understanding of electrical and mechanical systems
• Problem-solving abilities
• Ability to manage multiple support tickets effectively

Benefits

Join Phygrid to work on challenging, innovative projects with high-profile clients worldwide, including Target, IKEA, H&M, and partners like Microsoft and Samsung. Be part of a diverse, international team from countries such as Sweden, Poland, China, Hungary, the UK, and the Philippines. We foster a culture of empowerment and ownership, encouraging you to develop your full potential and carve out a role that suits you.

Interested? Let's talk.