Technical Support Engineer

About Us

The Role

Responsibilities

• Act as the primary technical point of contact for Quanika customers, supporting access control, visitor management, and integrated security management solutions.
• Diagnose and resolve issues across software applications, system integrations, network connectivity, databases, and third-party hardware platforms.
• Perform hands-on database analysis and troubleshooting, including SQL queries, data validation, and correction of data-related issues where required.
• Log, manage, and resolve support tickets while ensuring service level agreements (SLAs) and customer expectations are consistently met.
• Conduct root cause analysis on recurring issues and provide detailed findings to support long-term product and process improvements.
• Carry out regular site visits for troubleshooting, system health checks, commissioning activities, and customer support.
• Support proof-of-concept deployments alongside the pre-sales team, including system setup, configuration, testing, and customer demonstrations.
• Commission Quanika systems in collaboration with system integrators, ensuring installations are correctly configured, tested, and handed over.
• Support customers through software upgrades, migrations, configuration changes, and platform expansions.
• Produce and maintain technical documentation, troubleshooting guides, knowledge base articles, and known issue records.
• Escalate software defects and complex technical issues to the development team with clear diagnostics, logs, and supporting evidence.
• Work closely with delivery, pre-sales, and development teams to ensure technical knowledge and customer requirements are effectively communicated throughout the project lifecycle.
• Assist in developing and improving internal support procedures, standards, and best practices as the company grows.
• Maintain a high level of technical knowledge across the Quanika product portfolio and associated technologies.

Requirements

• Minimum 3 years' experience in a technical support, systems engineering, commissioning, or field engineering role within the security, ELV, or enterprise software industry.
• Strong SQL and database troubleshooting skills, with hands-on experience using Microsoft SQL Server or similar database platforms.
• Experience troubleshooting software applications across multiple layers, including application, database, network, and integration environments.
• Good understanding of networking fundamentals, including TCP/IP, VLANs, DNS, routing, firewalls, and IP-based system integrations.
• Minimum 3 years' experience working with integrated ELV systems, including access control, CCTV, IP networking, and intercom systems.
• Experience supporting physical security systems, including access control, video management, visitor management, integrated security management systems, or building management platforms.
• Experience with enterprise security platforms is advantageous.
• Holding a valid Security Industry Regulatory Agency (SIRA) certification is highly desirable and will be considered a significant advantage.
• A valid UAE driving licence is mandatory. Site visits and field-based support form a core part of this role.
• Strong written and verbal communication skills in English.
• Arabic language skills would be advantageous for customer-facing activities within the region.
• Organised, detail-oriented, and capable of maintaining accurate technical documentation and support records.
• Able to work independently, manage priorities effectively, and maintain a high standard of customer service.
• Currently based in the UAE or willing to relocate to Dubai.

Personal Attributes

• We are looking for someone who:
• Takes ownership of issues and follows them through to completion.
• Enjoys solving technical problems and finding practical solutions.
• Communicates clearly and professionally with customers and colleagues.
• Is proactive, organised, and comfortable working in a fast-paced environment.
• Takes pride in delivering a positive customer experience.
• Genuinely cares about getting things right.

What We Offer

• Competitive salary package, depending on experience and qualifications.
• Full employment visa sponsorship, with all visa and residency processing costs covered by the company.
• Comprehensive medical insurance in accordance with UAE employment regulations.
• 25 calendar days of paid annual leave per year.
• End-of-service gratuity in line with UAE labour law.
• A hands-on, high-variety role within a growing software company focused on enterprise security and operational management.
• Exposure to projects across enterprise, commercial, hospitality, residential, critical infrastructure, and government sectors throughout the UAE and wider region.
• Opportunities to work closely with software development, pre-sales, project delivery teams, and leading technology partners.
• A collaborative team environment with clear opportunities for technical growth and career progression.
• If you enjoy solving complex technical challenges, working directly with customers, and being part of a team delivering enterprise-scale security management solutions, we'd love to hear from you.