Support Engineer II

About the role

The purpose of this role is to serve as the first line of defence for our customers' technical issues, ensuring timely and effective resolution. As a Support Engineer II, you will be maintaining customer satisfaction by addressing and resolving technical challenges, providing expert guidance, and contributing to the continuous improvement of our solutions and support processes.

What you'll do

As a Support Engineer II, your daily workload might include:

• Providing technical support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our solutions and services
• Troubleshooting complex technical problems, identify root causes, and implement solutions in a timely manner
• Escalating issues to higher-level support or development teams when necessary, ensuring proper documentation and communication
• Collaborating with cross-functional teams to identify recurring issues and contribute to the development of long-term solutions
• Creating and maintain detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base
• Assisting in the installation, configuration, and maintenance of software applications for customers.
• Conduct remote sessions with customers to diagnose and resolve technical issues
• Provide feedback to product management and development teams based on customer interactions and common support trends
• Staying up to date with the latest product releases, updates, and industry trends to provide accurate and relevant support

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 2 years of experience in a technical support or similar role
• Strong understanding of software systems, networks, and troubleshooting methodologies
• Proficiency in operating systems (Windows, macOS, Linux) and software applications
• Experience with ticketing systems, such as Jira, Zendesk, or similar
• Excellent problem-solving skills and the ability to work under pressure
• Strong verbal and written communication skills, with a focus on customer service
• Ability to work independently and as part of a team
• Familiarity with programming languages or scripting is a plus
• Outstanding multitasking abilities

Benefits

Why Mozn? 

• You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting space
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best
• The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best
• You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI
• We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves