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Smart Technology Solutions

Senior Technical Support Engineer

Smart Technology Solutions Domiat El-Gedidah City, Dumiat, Egypt

Software Development · 11-50 employees

6 h ago
Remote support-engineer Principal (10+ yrs) Full-time Egypt
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About the role

Lead end-to-end resolution of critical incidents and implement permanent technical fixes. Manage client satisfaction, oversee service improvements, and supervise L1 and L2 support teams.

What they look for

Incident resolution Automation Service level agreements Service improvement Client management Technical project management Team leadership Scripting Problem management Trend analysis Stakeholder management Communication skills

Requirements

Requires a bachelor's degree in computer science or IT and over 8 years of experience in managed services. Candidates must possess strong scripting skills, professional certifications, and proven project delivery experience.

Benefits

Flexible work options Work from home days Continuous feedback Real-time coaching and development Supportive and collaborative environment Focus rooms

Full description

  • Lead Sev-1 and Sev-2 incident resolution end-to-end.
  • Design and implement permanent fixes.
  • Build and enhance automation and support tools.
  • Ensure full compliance with contracts and SLAs.
  • Analyze service trends and lead continual service improvement.
  • Act as the owner of client satisfaction and feedback.
  • Translate client needs into technical actions.
  • Lead technical projects across multiple workstreams.
  • Coach and supervise L1 and L2 teams.
  • Bachelor's degree in computer science or information technology.
  • Professional certifications, ITIL, Microsoft, or similar.
  • 8 plus years of experience in IT services or managed services.
  • English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role.
  • Strong problem management and trend analysis skills.
  • Hands-on scripting and automation experience.
  • Calm leadership during critical incidents.
  • Strong stakeholder and client management skills.
  • Proven project delivery experience.
  • A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
  • Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
  • Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.
  • A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
  • Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.

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