Product Support Engineer

We are seeking a highly skilled Product Support Engineer to join our team in Dubai. The ideal candidate will be responsible for delivering first-level and second-level technical support for IT products, including hardware, software, and applications. This role requires a proactive individual who can diagnose and resolve issues efficiently, ensuring the smooth operation of our IT solutions for clients.

Technical Support

• Provide first-level and second-level support for IT products, troubleshooting issues related to hardware, software, and applications.
• Assist customers with installation, configuration, and setup of IT products.
• Identify, replicate, and resolve technical issues, escalating complex problems to senior technical teams or vendors when necessary.

Product Expertise

• Develop a deep understanding of the IT products offered, including their functionalities, features, and technical specifications.
• Stay updated on the latest software updates, patches, and changes to ensure effective support.

Customer Interaction

• Respond promptly and professionally to customer inquiries via email, phone, or ticketing systems.
• Provide step-by-step technical guidance to non-technical users, ensuring clarity and simplicity in communication.

Collaboration and Continuous Improvement

• Work closely with the engineering, product development, and quality assurance teams to identify and resolve recurring issues.
• Participate in regular training sessions and workshops to enhance technical knowledge.
• Provide feedback to product development teams regarding user challenges and suggested improvements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2-4 years of experience as a Product Support Engineer, Technical Support Engineer, or in a similar role.
• Proven experience with troubleshooting and resolving issues related to IT systems, software, and hardware.
• Proficiency in IT support tools and ticketing systems (e.g., ServiceNow, Jira).
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and enterprise software.
• Familiarity with databases (e.g., SQL) and scripting for debugging purposes is a plus.
• Strong verbal and written communication skills, with the ability to convey technical information clearly.