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Product Support Engineer

30+ days ago 2026/07/13
Other Business Support Services
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Job description

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.

This job post has been translated by AI and may contain minor differences or errors.
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