Lead Customer Service Engineer

Job description / Role

Overview

Kinetic is working with a leading technology company who are hiring a Lead Customer Service Engineer to be based in Dubai.

Please note that you must meet all the criteria set out below for your application to be considered. Suitable candidates will be contacted within 5 working days. If you are not contacted by us within that time, please consider your application unsuccessful on this occasion.

Responsibilities

• Monitor servers, cloud subscriptions, and services to maintain optimal performance.
• Receive customer tickets, assign them to appropriate teams, and track resolution to meet SLAs.
• Manage client issues, escalating to technical support or L3 teams when necessary.
• Investigate tickets from both technical and business perspectives to identify root causes.
• Run and monitor scheduled maintenance tools and system health checks.
• Extract system performance and usage data and generate custom reports as per client requirements.
• Troubleshoot application and system issues using logs, databases, and monitoring tools.
• Understand and validate functional requirements of applications.

Ideal Candidate Profile

• Bachelor's degree.
• Proven experience in technical support or customer service engineering roles.
• Strong problem-solving and analytical skills.
• Familiarity with system monitoring, database reporting, and application troubleshooting.
• Excellent communication and client management skills.
• Knowledge of SLA management and IT security/performance best practices.
• Applicants should be available for face-to-face interviews in the location mentioned above.

About the Company

Flow Talent have been sourcing the best Banking, Technology, Financial Services & Legal professionals locally and internationally for leading organisations across the Middle East region since 2018.

Through years of experience, we know there is significant demand for highly skilled professionals and pride ourselves on having the highest calibre candidates. As a team, we strive to help our clients achieve operational and business excellence by identifying quality talent, quickly, through our collaborative approach.

Flow place professionals in the following sectors: - Banking & Financial Services - Digitalisation & Technology - Legal & Compliance

We help our clients with: - Contingent Recruitment: - Retained Recruitment - Emiratization and Saudization - Market Entry