Associate Support Engineer

Cairo, Egypt

Sumerge’s Software 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 tailor 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:

  • Provide support to clients related to technical and operational aspects of products, including troubleshooting, ticketing system updates, support case acknowledgements, provisioning activities, etc… 

  • Offer alternative solutions where appropriate with the objective of retaining clients’ business. 

  • Identify and escalate priority issues per client specifications; redirect problems to appropriate resource

  • Provide necessary information, observations, logs and all required support to respective resources to diagnose a reported or an escalated case

  • Provide guidance to clients in the use of products.

  • Improve products performance by identifying problems; recommending changes.

  • Monitor and ensure compliance with service level agreements.

  • prioritize and resolve open cases Improve client references by writing and maintaining documentation.

  • Participate in development of client training programs by identifying learning issues

Qualifications:

  • 0-2 years experience in Software Support

  • Database Administration

  • Windows/ Linux Administration is a must

  • Knowledge of Java/JEE Application Servers is a plus

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