Senior Technical Support Engineer

Role overview

Responsibilities

• Install systems, set up user accounts, and configure infrastructure networks at client sites and in remote environments.
• Deploy core databases, custom operational scripts, and software configurations.
• Isolate and log enterprise issues and escalate unresolved cases to developers, systems administrators, or relevant internal workflows.
• Guide clients step by step through incident resolution using WhatsApp and online conferencing tools.
• Log, prioritize, and track service tickets; adhere to timelines and proactively update stakeholders.
• Follow up after resolution to confirm that systems are fully functional.
• Document technical solutions, configurations, and workflows in manuals, localized FAQs, and engineering reports.
• Maintain professional, positive, customer-centric client relationships.

Qualifications and experience

• Exceptional spoken and written English communication skills.
• Bachelor's degree or diploma in IT, Computer Science, Software Engineering, or a related field.
• 3+ years of experience in application support, software deployment, technical troubleshooting, or commercial software implementation.
• Strong understanding of client-server architecture, databases, networking, and integrations.
• Practical experience with Windows Server, IIS, and SSL certificates.
• Practical understanding of LAN/WAN configuration, IP addressing, routing protocols, and connectivity troubleshooting.
• Basic knowledge of integrations using APIs.
• Ability to investigate technical problems independently and work with development and QA teams.

Work location

• The role includes work at on-site client locations and in remote environments.