Location
dubai
Job Type
Full-time
Posted
July 18, 2026
Job Description
Responsibilities
- Own escalated Tier 2 technical cases involving networking, firewall configuration, hardware, and connectivity
- Diagnose root causes through systematic troubleshooting and isolation techniques
- Escalate complex issues to Product and Engineering with clear reproduction steps and data
- Partner on the rollout and optimization of Zendesk AI Co-Pilot and support automation
- Build and maintain internal troubleshooting guides, escalation procedures, and playbooks
- Analyze escalation trends and failure patterns to identify product improvement opportunities
- Serve as a technical resource for enterprise accounts and high-touch customers
Requirements
- 3+ years in a Tier 2, escalation, or advanced technical support role in SaaS, IoT, or AV environments
- Strong networking fundamentals including TCP/IP, VLANs, and firewall configuration
- Hands-on experience troubleshooting h...