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Senior Technical Support Specialist

2 months ago

Dubai, Dubai, United Arab Emirates myGwork Full time

Job Summary

As a Senior Technical Support Engineer at myGwork, you will be responsible for the day-to-day execution of cloud service operation delivery, escalation, and relationship management. This role requires a strong technical background and excellent communication skills to support complex technical cases and prepare customer reports.

Key Responsibilities

  • Ensure service availability and performance for cloud-based applications according to Service Level Agreements (SLAs).
  • Contribute to defining support levels, setting directions in service introduction and end-user support.
  • Collaborate with internal and external teams to optimize and review Incident Management, Problem Management, Service Requests, and other processes related to domain service delivery and operation.
  • Coach technical support engineers and provide guidance on technical issues.
  • Identify technical problems and analyze them through communication with customers and remote connections to assets.

Requirements

  • Bachelor's degree in an Engineering discipline, preferably Electrical or Software Engineering.
  • 10 years of experience in a similar position, preferably in a global, large organization with a matrix structure.
  • At least five years of experience in product support with digital applications, preferably in the Service area.
  • Experience in coordinating and supervising internal and external teams with strong stakeholder management skills.
  • Experience in establishing and maintaining cloud operations & maintenance, including continuous improvement.
  • Knowledge and practical experience with tools like ServiceNow and Azure DevOps is preferred.
  • Fluent English language skills.