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Associate TechOps & Support Engineer at Sumerge

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

0.0

Posted On

10 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Problem Solving, Customer Service, Technical Troubleshooting, Application Issues, Process Improvement, Communication, Documentation, Team Collaboration, SLA Management, Client Interaction, Technical Expertise, Multi-Technology Solutions, Software Development, Engineering Processes, Reliability

Industry

IT Services and IT Consulting

Description

Sumerge’s Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions. The Support team takes our deep technical expertise and tailors proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings. Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems. Responsibilities Leverages support processes, systems, and tools to resolve a variety of technical problems. Reaches clients either via phone, email or chat with an appropriate action plan. Owns problems through resolution, properly escalate unresolved issues to appropriate internal teams (software developers, system admins ...etc). Manages, prioritizes, and responds to cases within defined SLA’s. Provides prompt, efficient, detailed, customer-oriented service. Creates and maintains problem resolution procedures. Ensures all issues are properly logged. Investigates application issues and customer-driven production problems Performs technical troubleshooting of issues, resolution and document the solution for issues. Identifies and develops tools, techniques, and procedures for improving the performance, availability, and reliability of applications Works with development and engineering teams to design and refine processes, procedures, and delivery mechanisms 0-2 years of relevant experience Bachelor’s degree in Computer Science or equivalent education in a related discipline.

Responsibilities

The Associate TechOps & Support Engineer will leverage support processes and tools to resolve technical problems and manage client interactions. They will own issues through resolution and collaborate with internal teams to ensure effective solutions.