We are looking for a Junior Technical Support Engineer to join our team and provide high-quality support for an enterprise client in B2B and B2C environments. This role focuses on professional, enterprise-grade technical support for international clients in English.

The position may require working in a 3-shift rotation (9 hours per shift, including a 1-hour lunch break), based on Cairo time:

• Morning Shift: 08:00 AM – 05:00 PM

• Evening Shift: 04:00 PM – 01:00 AM

• Night Shift: 12:00 AM – 09:00 AM

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)

• Diagnose and troubleshoot issues

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

• Participate in change management processes

• Analyze system alerts and monitoring incidents, ensuring a 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 (available full-time)

• Strong analytical thinking and problem-solving skills

• Patience, emotional resilience, 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

• Cloud experience: AWS, Azure, GCP

• Responsible use of AI tools, including effective prompting

• Understanding of the Software Development Life Cycle (SDLC)

• Experience working in international environments or exchange programs

• Basic knowledge of system administration and networking

• Familiarity with Oracle SQL

• Experience with ticketing systems such as ServiceNow, Jira, or Zendesk

• Experience with monitoring and logging tools such as Dynatrace, xMatters, Sumo Logic, or cloud-native monitoring tools

• Experience in a Security Operations Center (SOC) environment, such as security monitoring, alert triage, or incident response

What We Offer

• Opportunity to work on large-scale, impactful projects

• Clear career growth path

• Professional, friendly, and supportive team environment

• Shift-based schedule

• Modern office in the Smart Village district

• Flexible and transparent compensation review system

• Allowance for night and other inconvenient shifts

• Private medical insurance after the probation period

• Payments in USD