Technical Support Engineer

19 hours ago

Dubai, Dubai, United Arab Emirates Fortender Full time

Product & Technical Support Manager

Role Overview

TechArabia Information Systems LLC is seeking a
Product & Technical Support Manager
to support and manage the day-to-day operations of its software products, primarily
Fortender
. This role combines
product management, technical coordination, and customer support
, and is ideal for a hands-on professional who can bridge business needs, technical teams, and end users.

The role plays a critical part in ensuring product stability, continuous improvement, and high customer satisfaction.

Key Responsibilities

Product Management

  • Understand TechArabia's products, features, and workflows in detail
  • Gather and document product requirements from internal stakeholders and customers
  • Translate requirements into clear tasks and user stories for the development team
  • Support product roadmap planning and feature release cycles
  • Participate in user acceptance testing (UAT) and feature validation

Technical Management

  • Act as a coordination point between management, development teams, and vendors
  • Monitor technical issues, bugs, and system performance
  • Support cloud hosting and deployments (AWS or similar environments)
  • Assist with system integrations and API-based connections
  • Maintain technical and functional documentation
  • Knowledge and experience in MERN Stack and Python coding

Product Support & Customer Engagement

  • Provide technical support to Fortender clients
  • Investigate reported issues and coordinate resolutions with developers
  • Support client onboarding, training sessions, and product demonstrations
  • Develop different demos for different scenarios to help demonstrate the products to potential clients
  • Track and follow up on support tickets and customer feedback
  • Contribute to FAQs, help guides, and internal knowledge base

Required Qualifications & Skills

  • Bachelor's degree in Computer Science, Engineering, IT, or related field
  • 2–5 years of experience in product management, technical support, or software operations
  • Strong understanding of SaaS platforms and web-based systems
  • Ability to communicate technical concepts clearly to non-technical users
  • Experience working with development teams and issue-tracking tools
  • Strong organizational, problem-solving, and multitasking skills

Preferred / Added Advantage

  • Knowledge of
    MERN stack, Python, or similar technologies
  • Basic experience with
    AWS hosting, cloud services, or DevOps concepts
  • Experience in
    procurement, construction, or enterprise platforms
  • Familiarity with Agile/Scrum methodologies
  • B2B customer support experience

Personal Attributes

  • Proactive and ownership-driven
  • Comfortable working in a fast-growing startup environment
  • Customer-focused with strong attention to detail
  • Willing to grow with the product and take on increasing responsibility

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