We are looking for a Junior Technical Support Engineer to join our team and provide high-quality support for an enterprise client within a B2B environment. This role focuses on professional, enterprise-grade technical support for international clients in English.

The position requires an EST time zone schedule (~ from 2 PM till 2 AM Cairo time) with paid overtime (up to 12 hours in total per shift).

Key Responsibilities

• Provide technical assistance to international corporate customers

• Log, track, and manage support tickets through to resolution

• Communicate with clients via email and chat (no call center duties)

• Perform issue diagnostics and troubleshooting

• Manage access control (user access, permissions, password resets)

• Participate in change management processes

• Analyze system alerts and monitoring incidents, ensuring timely response

• Investigate issues and perform root cause analysis

• Conduct online meetings with customers when required

• Create and maintain runbooks and technical documentation

• Develop, test, and maintain public-facing solutions

Required Skills & Qualifications

• Upper-Intermediate to Advanced English (B2/C1, written and spoken)

• Background in Computer Science or strong technical proficiency as an advanced PC user (Windows Administration)

• University graduate or final-year student (full-time availability)

• Strong analytical thinking and problem-solving skills

• Patience, emotional stability, and a client-oriented mindset

• Ability to communicate clearly and professionally with international clients

• Willingness to work overtime or on holidays when necessary

Nice to Have

• Experience in Technical Support (especially PC and network troubleshooting)

• Quality Assurance experience

• Understanding of the Software Development Life Cycle

• Experience working in international environments or exchange programs

• Basic knowledge of System Administration and Networking

• Familiarity with Oracle SQL

• Experience using ticketing systems such as ServiceNow and JIRA

• Experience with monitoring and logging tools such as Dynatrace, xMatters, Sumo Logic, and Boomi

What We Offer

• Opportunity to work on large-scale, impactful projects

• Clear career growth path within a team with 27+ years of experience

• Professional, friendly, and supportive team environment

• EST time zone schedule with paid overtime when applicable (up to 12 hours per shift)

• Modern office in the Smart Village district.

• Flexible and transparent compensation review system

• Overtime compensation options

• Private medical insurance after completing the probation period

• Payments in USD