Senior Support Engineer, Help Desk

BlackStone eIT

full-time

Posted on: 1/9/2026

Location Type: Remote

Location: Egypt

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About the role

Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
Mentor and provide guidance to junior support engineers, assisting in their professional development.
Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
Assist customers with product installations, configurations, and updates.
Offer training to customers on how to effectively use our software products.
Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
Identify trends in customer support requests and work to improve product usability and customer experience.
Stay up-to-date with product knowledge and updates to provide accurate and helpful assistance.

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in technical support, help desk, or a similar role.
Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
Basic knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc
Excellent communication and interpersonal skills to interact effectively with customers.
Familiarity with customer support tools and CRM systems.
Proven leadership abilities and experience mentoring junior support engineers.
Strong problem-solving and analytical skills.
Patience, empathy, and a customer-centric mindset.
Ability to work independently and as part of a team.
Excellent communication and teamwork skills.
Detail-oriented and committed to delivering high-quality results.

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

technical supporttroubleshootingsoftware productshardware productsinfrastructurenetworkingsecuritycloud computingvirtualizationdatabase

communicationinterpersonal skillsleadershipmentoringproblem-solvinganalytical skillspatienceempathycustomer-centric mindsetteamwork

Bachelor's degree in Computer ScienceBachelor's degree in Information Technology