Technical Support Engineer

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

📋 Description

• Serve as the primary point of contact for customers experiencing technical issues with Cincom enterprise software products, including CPQ, Eloquence, and Cincom Smalltalk.

• Log, categorize, prioritize, and manage incoming support requests in Zoho Desk in accordance with established procedures, severity definitions, and service level agreements.

• Conduct initial technical investigations and troubleshooting for Level 1 support cases.

• Adhere to troubleshooting protocols, knowledge articles, known-issue playbooks, and AI-assisted knowledge tools.

• Gather and evaluate error messages, logs, timestamps, system details, and troubleshooting outcomes.

• Determine whether issues are related to applications, operating systems, databases, infrastructure, or network connectivity.

• Escalate complex issues to Level 2, Hosted Services, or Level 3 product engineering teams along with comprehensive technical findings.

• Promptly direct any potential security vulnerabilities or ongoing exploitation through the security escalation process.

• Maintain comprehensive ownership of customer-facing cases, providing updates and follow-ups until resolution is achieved.

• Engage in customer calls and convey technical information to both technical and non-technical audiences.

• Ensure accurate case documentation is maintained.

• Collaborate effectively with Level 2 engineers, Hosted Services, and Product Engineering teams.

• Contribute to the technical knowledge base, troubleshooting guides, and self-service content.

• Identify recurring issues and knowledge gaps to facilitate continuous service improvement.

• Develop expertise across Cincom’s suite of enterprise software products.

• Manage customer data, logs, and system access in compliance with information security, data protection, GDPR, and confidentiality standards.

• Adhere to controls supporting Cincom’s ISO 27001 and SOC 2 compliance programs.

⛳️ Requirements

• Bachelor’s degree in computer science, Computer Engineering, Information Systems, or a related technical field.

• 0–2 years of relevant experience; recent graduates are encouraged to apply.

• Solid technical foundation in operating systems, networking, and application technologies.

• Strong analytical and troubleshooting abilities, with a logical and systematic approach to problem investigation.

• Capability to comprehend technical information, recognize relevant symptoms, and determine suitable next steps.

• Excellent written and verbal communication skills in English.

• Strong organizational skills with the ability to manage multiple cases while prioritizing effectively and ensuring follow-up.

• Ability to collaborate effectively within a team and work alongside various technical functions.

• Customer-focused mindset, ownership, attention to detail, and eagerness to learn.

• Willingness to work rotating shifts, including nights, weekends, and public holidays, in a 24x7x365 support environment.

• Basic command-line proficiency; familiarity with file systems, permissions, processes, services, and system logs.

• Understanding of TCP/IP, IP addressing, DNS, DHCP, ports, routing, and connectivity troubleshooting tools.

• Basic knowledge of Windows operating systems, services, Event Viewer, Windows Server, and Active Directory.

• Understanding of client-server architecture, application troubleshooting, log analysis, database fundamentals, basic SQL, HTTP/HTTPS, and REST APIs.

• Prior knowledge of Cincom products is not required; product knowledge will be acquired during onboarding.

• Desirable: Basic programming or scripting knowledge, preferably in Python or PowerShell; familiarity with JSON, APIs, application integration, SQL Server, MySQL, MongoDB, virtualization, and cloud computing.

• Desirable: Certifications in Linux, networking, Microsoft technical skills, programming, or databases; additional language skills in French, German, or Italian are a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career progression.

• Comprehensive health and wellness benefits.

• Flexible working hours and remote work options.

• Inclusive and diverse workplace culture.