Technical Support & Response Associate (GSOC Engineer)
Role Overview
This frontline role supports clients using Sicuro Group's integrated risk-management solutions through its 24/7 Global Security Operations Center.
The role combines technical troubleshooting, client support, system operations, journey-management tasks, and emergency response for clients operating worldwide.
Key Skills for This Role
Full Job Posting
Purpose of role
This frontline role supports clients using Sicuro Group's integrated risk-management solutions through its 24/7 Global Security Operations Center.
The role combines technical troubleshooting, client support, system operations, journey-management tasks, and emergency response for clients operating worldwide.
Key responsibilities
- Troubleshoot hardware and software across tracking/telematics, communication, and software platforms; diagnose issues and advise clients.
- Provide responsive support through multiple channels, explain technical concepts clearly, and build reliable client relationships.
- Support planning and management of corporate customers' journey-management tasks worldwide according to established SOPs.
- Monitor, maintain, configure, and optimize GPS tracking, communications, and security systems; support data analysis, dashboards, integrations, and updates.
- Troubleshoot and debug code and research or design software systems, websites, programs, and applications.
- Monitor alert systems, respond under established protocols, coordinate during critical situations, and document incidents.
- Identify process improvements and develop automations using AI tools and existing systems; stay current with relevant technologies.
- Remain aware of and adhere to applicable ISO 27001, ISO 9001, ISO 22301, and GDPR controls and policies.
Essential qualifications and skills
- Technical background or education in computer science, computer engineering, IT, electronics, telecommunications, or a similar field.
- Proficiency with technology tools, willingness to learn new systems, and proficiency using AI tools for productivity and problem-solving.
- Excellent communication skills and ability to explain technical concepts clearly to clients.
- Experience providing technical support in a customer-facing role and strong creative, adaptable problem-solving skills.
- Ability to prioritize multiple tasks in a fast-paced 24/7 operation and remain calm under pressure.
- Ability to work independently and as part of a team, often with limited direct supervision.
Preferred qualifications
- Proficiency in one or more of Python, PHP, JavaScript, HTML/CSS, R, or C++ is preferred.
- API integration, high-pressure client support, data analysis and visualization, and emergency-response or operations-center experience are preferred.
About the company
Sicuro Group provides technology-enabled risk-management solutions and is headquartered in Dubai, UAE.
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