Technical Support Engineer

Key Responsibilities

1. Provide Level 2 technical support, managing escalated cases from Level 1 representatives through the Contact Center System.
2. Analyze logs, alarms, and error reports; deliver solutions, remote guidance, diagnosis, and technical support.
3. Address customer inquiries, complaints, and requests escalated from Level 1, ensuring timely and effective follow-up.
4. Collaborate with R&D teams and Field Service Engineers (FSEs) to drive issue resolution.
5. Document case studies, contribute to the knowledge base, and support skill development for Level 1 teams.
6. Accurately record interactions, issues, and resolutions in the system.
7. Deliver professional, efficient service aligned with standard operating procedures.
8. Maintain clear and effective communication with colleagues and supervisors.
9. Achieve key performance metrics (e.g., response time, customer satisfaction) and participate in ongoing virtual training to stay current on product and service updates.

Qualifications

1. Bachelor’s degree in Electrical Engineering or related field.
2. Fluency in English and Arabic (spoken and written); proficiency in French or other languages is an advantage.
3. 3+years of experience in call center or technical support roles preferred; exposure to renewable energy, solar, or power industry customer support is a strong plus.
4. Excellent communication, problem-solving, and stress management skills.
5. Proficiency in computer usage and office software; ability to work remotely with a dedicated workspace and stable internet connection.