Technical Support Engineer INCUBE FZCO

Respond to customer inquiries via email, chat, or phone in a timely and professional manner.

Troubleshoot technical issues related to [software / hardware / networking / SaaS platform, etc.].

Analyze logs, replicate customer issues, and escalate complex problems to relevant internal teams.

Document issues, solutions, and FAQs in internal and customer-facing knowledge bases.

Assist in onboarding new customers and provide training or technical guidance when necessary.

Collaborate with product, QA, and engineering teams to communicate bugs and feature requests.

Monitor support metrics and ensure SLAs are met.

Participate in on-call rotations or after-hours support (if applicable).

Qualifications:

• Bachelor s degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent experience).
• Proven experience in technical support, IT help desk, or a similar role.
• Strong understanding of [operating systems, networking, databases, cloud platforms tailor this to your needs].
• Excellent troubleshooting and problem-solving skills.
• Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) is a plus.
• Strong communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience in SQL or oracle databases this includes writing queries, stored procedures.
• Independent decision-making capability and proactive problem-solving skills.
• Well-developed verbal and written communication skills Arabic & English.

Preferred Qualifications (Optional):

• Experience with scripting (e.g., Python, Bash, PowerShell).
• Programming skills in Dot net is a big plus.
• Certifications like CompTIA A+, Network+, Microsoft, or AWS are a plus.