Technical Software Support & Field Engineer

About This Role

About the Role

We are seeking a highly motivated and technically skilled Technical Software Support Engineer to support our Client's smart venue technology solutions across hospitality, retail, healthcare, and large public venues.

The role involves providing both remote and onsite technical support for Company platforms including:

• Guest WiFi Engagement Platform
• Interactive Kiosk Applications
• Blue Dot Indoor Navigation Solutions
• BLE / WiFi Asset Tracking Systems

These solutions are integrated with enterprise wireless networks and customer IT infrastructure. The ideal candidate should have strong troubleshooting capabilities across software, networking, systems, and cybersecurity domains, with practical knowledge equivalent to CCNA level networking.

Key Responsibilities

• Provide Level 2 technical support for deployed Company software platforms across customer sites
• Perform remote troubleshooting, issue diagnosis, root cause analysis, and resolution
• Conduct onsite technical support, system validation, maintenance, and deployment assistance when required
• Travel frequently across the UAE and occasionally across the MEA region for customer support, deployments, and technical escalations
• Support integrations with wireless network infrastructure including WiFi controllers, access points, captive portals, and guest access platforms
• Troubleshoot RADIUS, AAA authentication flows, captive portal access, HTTPS communications, and API integrations
• Assist with kiosk software deployment, lockdown configuration, device monitoring, and endpoint security validation
• Support BLE and WiFi-based location tracking systems including asset tracking and blue dot navigation deployments
• Work closely with customer IT teams, system integrators, and internal engineering teams for issue resolution and project delivery
• Monitor system health, logs, alerts, and performance to proactively identify issues
• Support SDK, API, and web service integrations with third-party systems
• Maintain technical documentation, incident reports, deployment records, and support knowledge base
• Ensure compliance with cybersecurity best practices and customer security requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related field
• 3–5 years of experience in technical software support, systems support, or network support roles
• Strong networking knowledge with CCNA-level understanding
• Experience supporting enterprise wireless networks and network-integrated applications
• Good understanding of:
• TCP/IP, DNS, DHCP, VLANs, NAT, Firewall concepts
• Wireless Networks (WiFi Controllers, Access Points, Captive Portals)
• RADIUS and AAA protocols
• HTTPS, SSL/TLS, certificates
• REST APIs, SDK integrations, and web technologies
• Windows systems administration and endpoint troubleshooting
• Linux server basics (preferred)
• Basic cybersecurity concepts and secure deployment practices
• Experience with log analysis and troubleshooting tools
• Strong problem-solving and analytical skills
• Excellent communication and customer-facing skills
• Ability to work independently and manage multiple customer priorities
• Valid UAE Driving License (mandatory)
• No travel restrictions for UAE and international business travel across the MEA region

Preferred Certifications

• Cisco Certified Network Associate (CCNA)
• Microsoft / Windows Administration certifications
• Cybersecurity certifications (Security+, CEH, or equivalent)
• Wireless networking certifications are a plus

What We Offer

• Opportunity to work on advanced smart venue technologies and enterprise-grade deployments
• Exposure to large-scale hospitality, retail, healthcare, and commercial projects
• Dynamic technical environment with strong growth opportunities
• Collaborative and innovation-driven team culture

Driving License

Valid UAE Driving License Required

Travel Requirement

Frequent travel across the UAE and occasional travel across the Middle East & Africa (MEA) region is required. Candidates must have no travel restrictions and be available for onsite customer support, project deployments, and emergency technical interventions when needed.