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Senior Technical Services Engineer - Tier 3 Support
Job summary
A leading technology company in Dubai seeks a Technical Services Engineer to provide Tier 3 technical and software support. You will analyze and resolve complex product issues while mentoring Tier 2 Support Analysts. This role requires excellent technical skills, problem-solving abilities, and effective communication. The ideal candidate will thrive in a collaborative environment and be proactive in identifying opportunities for improvement. A flexible approach to working practices is essential.
Qualifications
- In-depth knowledge of Keyloop products.
- Experience in providing Tier 3 support.
- Ability to analyze complex product issues.
Responsibilities
- Mentor Tier 2 Support Analysts.
- Analyze and resolve complex product issues.
- Respond to customer needs with empathy.
- Document solutions and produce written guidance.
- Lead introduction of new Products into support.
- Report issues and recommend process improvements.
- Perform initial troubleshooting for platform services.
- Maintain effective communication with stakeholders.
- Manage capacity and performance of environments.
Skills
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.