Senior Technical Support Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of resolving escalated, high-severity, or cross-system customer issues.

• Deliver clear and prompt communication to customers while balancing speed, technical quality, and the impact on customers.

• Lead root-cause analysis and trend evaluation for complex or recurring issues.

• Assess customer and support impact, collaborating with Engineering on corrective measures.

• Provide senior technical leadership during incidents that affect customers.

• Participate in post-incident reviews, which include timelines, root-cause findings, corrective actions, and recommendations.

• Offer technical guidance and mentoring to Technical Support Engineers.

• Advocate for customer impact in defect triage and product feedback discussions.

• Define and enhance support playbooks, escalation paths, and diagnostic standards.

• Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles.

• Apply technical guidance and knowledge resources during new-hire onboarding and ongoing team development.

• Report to the Manager of Customer Success and receive functional direction from the Director of Technical Support.

• Occasional travel for customer engagements, training, or team meetings.

⛳️ Requirements

• Post-secondary education in Computer Science, Engineering, or equivalent practical experience.

• Over 5 years of experience in investigating complex technical issues within enterprise software support, systems engineering, digital forensics, or a related technical field.

• Capability to articulate complex technical issues clearly to both technical and non-technical audiences, particularly customers facing high-impact or sensitive situations.

• Strong skills in incident management, root cause analysis, and cross-functional leadership.

• Experience mentoring technical support professionals and developing or enhancing diagnostic practices, escalation standards, or support procedures.

• Professional fluency in written and spoken Arabic is preferred.

• Industry-recognized AI, Cloud, or networking certifications as well as introductory programming experience are preferred.

• Familiarity with Salesforce Service Cloud, Experience Cloud, and Knowledge is preferred.

• Must reside in the United Kingdom.

• Availability to work from Sunday to Thursday, 9 am to 5 pm Arabia Standard Time, with UK hours varying between GMT and BST.

• Capability to work extended periods on computer-based tasks.

• Occasional work outside standard hours may be required.

• Successful completion of a background check is necessary.

• US applicants must be authorized to work in the U.S. through E-Verify.

🏝️ Benefits

• Generous time off policies.

• Competitive compensation.

• Volunteer opportunities.

• Reward and recognition programs.

• Employee committees & resource groups.

• Healthcare and retirement benefits.

• Support for learning and development.

• An inclusive and accessible recruitment process.

• Accommodation available throughout the hiring process.