Technical Support Engineer

🔥 0 minutes ago

🇪🇬 Egypt – Remote

💵 E£450 - E£655 / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 29 days.

Apply Now

Find Similar Remote Jobs

PartnerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

📋 Description

• Act as the first point of contact for customers reporting technical issues with Cincom enterprise software products, including CPQ, Eloquence and Cincom Smalltalk. • Register, categorise, prioritise and manage incoming support cases in Zoho Desk according to procedures, severity definitions and service levels. • Perform initial technical investigations and troubleshooting for Level 1 cases. • Follow troubleshooting procedures, knowledge articles, known-issue playbooks and AI-assisted knowledge tools. • Collect and analyse error messages, logs, timestamps, system details and troubleshooting results. • Identify whether issues relate to applications, operating systems, databases, infrastructure or network connectivity. • Escalate complex issues to Level 2, Hosted Services, or Level 3 product engineering teams with complete technical findings. • Immediately route possible security vulnerabilities or active exploitation through the security escalation process. • Maintain end-to-end ownership of customer-facing cases, providing updates and follow-up through resolution. • Participate in customer calls and communicate technical information to technical and non-technical audiences. • Maintain accurate case documentation. • Collaborate with L2 engineers, Hosted Services and Product Engineering teams. • Contribute to the technical knowledge base, troubleshooting guides and self-service content. • Identify recurring issues and knowledge gaps to support continuous service improvement. • Develop expertise across Cincom’s enterprise software portfolio. • Handle customer data, logs and system access according to information security, data protection, GDPR and confidentiality requirements. • Follow controls supporting Cincom’s ISO 27001 and SOC 2 programmes.

🎯 Requirements

• Bachelor’s degree in computer science, Computer Engineering, Information Systems or a related technical discipline. • 0–2 years of relevant experience; fresh graduates are encouraged to apply. • Strong technical fundamentals in operating systems, networking and application technologies. • Good analytical and troubleshooting skills, with the ability to investigate problems logically and systematically. • Ability to understand technical information, identify relevant symptoms and determine appropriate next steps. • Strong written and verbal communication skills in English. • Good organisational skills and the ability to manage multiple cases while maintaining appropriate priorities and follow-up. • Ability to work effectively within a team and collaborate with different technical functions. • Customer-oriented mindset, ownership, attention to detail and willingness to learn. • Able to work rotating shifts, including nights, weekends and public holidays, in a 24x7x365 support environment. • Basic command-line proficiency; understanding of file systems, permissions, processes, services and system logs. • Understanding of TCP/IP, IP addressing, DNS, DHCP, ports, routing and connectivity troubleshooting tools. • Basic knowledge of Windows operating systems, services, Event Viewer, Windows Server and Active Directory. • Understanding of client-server architecture, application troubleshooting, log analysis, database fundamentals, basic SQL, HTTP/HTTPS and REST APIs. • Previous knowledge of Cincom products is not required; product knowledge is developed during onboarding. • Desirable: Basic programming or scripting knowledge, preferably Python or PowerShell; familiarity with JSON, APIs, application integration, SQL Server, MySQL, MongoDB, virtualisation and cloud computing. • Desirable: Linux, networking, Microsoft technical, programming or database certifications; additional French, German or Italian language skills.

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume