Technical Support Engineer

Nawy

full-time

Posted on: 1/11/2026

Location Type: Hybrid

Location: Maadi • Egypt

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About the role

Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat.
Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems.
Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner.
Escalate complex or unresolved issues to the Senior Technical Support Engineer for deeper investigation.
Document and maintain records of all interactions with clear categorization and priority to build a knowledge base.
Educate users on product features, self-service resources, and FAQs to optimize their usage of the system.
Meet SLA targets for first response and resolution times to maintain high customer satisfaction.

Bachelor’s degree in Computer Science, Information Technology, or a related field.
1–2 years of experience in customer support, IT helpdesk, or a similar software environment.
Strong communication skills in both English and Arabic, with a commitment to customer satisfaction.
Basic technical knowledge of web browsers, mobile applications, and internet connectivity.
Analytical thinker with strong problem-solving skills and high attention to detail.
Ability to quickly learn company products, processes, and internal support tools.
Experience with support tools such as Freshdesk or similar ticketing systems is a plus.

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingdiagnosing technical problemstechnical knowledge of web browserstechnical knowledge of mobile applicationsinternet connectivity

Soft Skills

strong communication skillscommitment to customer satisfactionanalytical thinkingproblem-solving skillsattention to detail

Certifications

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