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Technical Support Engineer Manager

Recruiter RH
Abu Dhabi, UAE
fulltime
Entry
Yesterday
engineeringdesignproject managementmaintenancequality controltechnical
Free

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🕒 Employment Type: Full-Time

  • 💼 Level: Mid-Level – Senior Level
  • 📊 About Us
  • We are a technology-driven organization committed to delivering reliable, high-performance digital solutions and exceptional customer support experiences.
  • Our teams focus on ensuring system stability, rapid issue resolution, and continuous service improvement to support business operations and customer success.
  • 🎯 The Role
  • We are seeking an experienced Technical Support Engineer Manager to lead our technical support engineering team and oversee advanced troubleshooting, escalation handling, and service reliability initiatives.
  • The ideal candidate will manage support engineers, improve support workflows, and ensure high-quality technical assistance across products and platforms.
  • 🚀 Key Responsibilities
  • Lead, mentor, and manage a team of Technical Support Engineers and support specialists
  • Oversee resolution of complex technical issues across applications, infrastructure, and systems
  • Manage escalations from Tier 1 and Tier 2 support teams and ensure timely resolution
  • Collaborate with engineering, DevOps, product, and QA teams to resolve recurring issues
  • Develop and optimize support processes, workflows, and escalation procedures
  • Monitor system performance, incident trends, and support KPIs
  • Improve knowledge base documentation, troubleshooting guides, and support tooling
  • Ensure adherence to SLAs, service quality standards, and customer satisfaction goals
  • Drive root cause analysis (RCA) and implement preventive solutions
  • Participate in on-call rotations and incident management when required
  • ✅ Requirements
  • Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field preferred
  • 5+ years of experience in technical support, IT support engineering, systems support, or related roles
  • 2+ years of experience in a leadership or managerial role preferred
  • Strong knowledge of troubleshooting across applications, networks, and infrastructure systems
  • Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar platforms
  • Familiarity with cloud environments (AWS, Azure, or GCP) is a plus
  • Strong analytical, problem-solving, and incident management skills
  • Excellent communication, leadership, and stakeholder management abilities
  • Experience working in fast-paced, SLA-driven support environments
  • Ability to work independently in a remote environment

🌟 What We Offer

  • Fully remote work opportunity within the United Arab Emirates
  • Competitive compensation package
  • Professional development and leadership growth opportunities
  • Exposure to enterprise-level support engineering and infrastructure environments
  • Flexible and collaborative work environment
  • Strong culture of reliability, service excellence, and continuous improvement
  • Opportunity to influence support engineering strategy and operational performance
  • Clear career progression within technical support, engineering operations, and IT leadership functions

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