Technical Support Specialist - L1

Role overview

Troubleshooting and escalation

• Resolve L1 access, authentication, configuration, integration, data sync, browser, and environment issues.
• Investigate ambiguous issues, identify root causes, analyze logs, inspect account settings, and reproduce problems across environments.
• Own escalations with clear reproduction steps, logs, impact scope, and attempted fixes; judge severity and incident triggers.
• Identify ticket patterns and systemic issues; connect reports to releases and provide detailed evidence when escalating.
• Run health checks, verify service status and versions, and perform approved routine actions such as clearing caches or restarting services.
• Serve as a subject-matter expert for platform modules, product lines, or client segments.

Client support and team processes

• Manage key and enterprise client relationships and complex calls through resolution; de-escalate and involve managers when appropriate.
• Share recurring pain points and churn-risk signals with account teams and represent Support in cross-functional discussions.
• Audit, write, and improve knowledge-base articles and documentation standards; refine triage workflows, escalation criteria, and runbooks.
• Train new hires, build training materials, participate in retrospectives and post-incident reviews, and guide other L1 agents.

Experience and technical skills

• 3–5 years in technical support or helpdesk, with demonstrated growth in scope and ownership.
• Fluency in Arabic and a track record of handling escalated or high-visibility client issues.
• Experience mentoring or informally leading peers.
• Knowledge of enterprise platforms, browsers, Windows/Mac, SSO, MFA, role-based permissions, logs, and admin/configuration tools.
• Working knowledge of DNS, VPN, APIs, HTTP status codes, and basic SQL.
• Familiarity with ticketing and monitoring/status tools such as Zendesk, Jira Service Management, Statuspage, or Datadog.
• Knowledge of the SDLC, application support lifecycle, product architecture, and creation and maintenance of application SOPs and knowledge-base content.
• Foundational DevOps awareness: CI/CD, deployments and environments, Git basics, and build/deployment status tools.
• Sound judgment, coaching skills, executive-ready communication, calm client presence, and cross-functional collaboration.
• Comfort supporting managed SaaS and on-premises or air-gapped installations.

Preferred experience

• Exposure to DevOps or release processes, SaaS/platform support, or the specific product/stack is preferred.

Why AI71

• Work on AI applications addressing real-world challenges with a mission-driven team.
• Competitive compensation, benefits, career growth opportunities, and a flexible working environment.