Technical Support Manager

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A cybersecurity reseller in Dubai is seeking a proactive Technical Support Manager to lead the technical support team. You will oversee high-quality service delivery for cybersecurity products while developing support processes. The ideal candidate should have a Bachelor's degree in IT, a minimum of 5 years in technical support, and strong cybersecurity knowledge. This role offers a competitive salary, benefits, and opportunities for professional growth in a collaborative work environment.

Benefits

Competitive salary and benefits

Opportunities for professional development

Innovative work environment

Qualifications

• 5+ years of experience in technical support, preferably in cybersecurity.
• Strong understanding of cybersecurity concepts and products.
• Proven experience in team leadership and management.

Responsibilities

• Lead and manage the technical support team.
• Develop support processes and procedures for service delivery.
• Troubleshoot complex technical issues related to cybersecurity.

Skills

Technical problem-solving

Customer service

Team leadership

Communication

Analytical skills

Education

Bachelor's degree in Information Technology

Professional certifications in cybersecurity

Job description

Job Title: Technical Support Manager

Location: Dubai UAE

Company: DC Technologies FZ LLC- Cybersecurity Reseller

Position Summary:

We are looking for a proactive and skilled Technical Support Manager to join our cybersecurity reseller team in Dubai. The ideal candidate will oversee the technical support department ensuring high-quality service delivery for our cybersecurity products and solutions. This role requires a blend of technical expertise leadership skills and exceptional customer service.

Key Responsibilities

• Lead and manage the technical support team to provide exceptional service to customers.
• Develop and implement support processes and procedures to streamline operations.
• Troubleshoot and resolve complex technical issues related to cybersecurity products and solutions.
• Collaborate with cross-functional teams including sales and engineering to ensure customer needs are met.
• Conduct training sessions for support staff to enhance their technical skills and product knowledge.
• Monitor support metrics and analyze performance data to improve service delivery and customer satisfaction.
• Create and maintain documentation for support processes FAQs and knowledge base articles.
• Act as a point of escalation for complex technical inquiries and provide resolution strategies.
• Stay current with emerging cybersecurity threats technologies and industry trends.
• Build and maintain strong customer relationships to enhance customer retention.

Qualifications

• Bachelor's degree in Information Technology, Computer Science or a related field.
• Minimum of 5 years of experience in technical support, preferably in the cybersecurity industry.
• Strong understanding of cybersecurity concepts, products and practices.
• Proven experience in team leadership and management.
• Excellent analytical problem‑solving and troubleshooting skills.
• Outstanding communication and interpersonal skills to interact effectively with clients and team members.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Professional certifications in cybersecurity (e.g. CISSP, CISM, CompTIA Security+) are a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.
• Access to leading cybersecurity technologies and resources.

Required Experience

Manager