Technical Support Engineer

Phygrid, an Ombori company, is seeking a Technical Support Engineer to join its team in Dubai, UAE. 

What does Phygrid do?

We are creating the market leading Store Digitalization Platform to power the best in-store shopping experiences for customers and empower employees. 

We bridge a wide range of IoT devices, AI and machine learning powered cognitive services with touch screens and mobile phones to create solutions that are memorable, easy to use, and delight our customers. 

Find out more about us on our Website and YouTube channel.

What will you be doing? 

In this role, you will be responsible for overseeing the technical infrastructure, ensuring system stability, performance and scalability. You will play a crucial role in managing operations, resolving technical issues, collaborating across departments to implement solutions that align with business goals. You will also be a part of the support rotation in the first line and play a critical role in increasing customer lifetime value customer satisfaction.

Responsibilities

• Acting as the key person in remote troubleshooting and resolution of customer reported hardware and software solutions issues involving visits to client locations.
• Answering inquiries/tickets and perform first and second line support.
• Conducting professional and empathetic conversations with customers to gather information, troubleshoot and resolve their obstacles.
• Assisting internal and external teams during commercial discussions, customer onboarding, solution configuration stage, live deployments and other activities.
• Performing proactive monitoring and acting on it to prevent or minimize impact to customers.
• Escalating issues that need third line support attention (tech team or partners on site) coordinating cross-department collaboration.
• Working scheduled shifts to ensure necessary support coverage.

Are you the right fit?

We're looking for someone who has:

• Experience in a similar role involving hardware, software and networking.
• Experience working with any of the prominent IT Service Management tools.
• Understanding of Linux windows and Mac OS operating systems and the ability to use command line and similar tools for troubleshooting; Web and cloud solutions.
•  Excellent communication, motivational, and interpersonal skills. 
• Basic understanding of IoT concepts.
• General understanding of electrical and mechanical systems.
• Problem solving skills.
• Ability to handle and prioritize a portfolio of tickets at various stages of resolution.

Why join Phygrid?

We’re looking for people who relish a challenge and enjoy pushing themselves. Don’t expect to stay in your comfort zone - our clients are demanding, and they expect the best. But here’s what we offer you.

• Be part of a growing international team of talented professionals. You’ll find yourself working alongside people from countries such as Sweden, Poland, China, Hungary, the UK, and the Philippines.
• Work on challenging, innovative projects with high profile clients and partners throughout the world. You’ll have the satisfaction that comes from delivering ground-breaking results that will be used by millions of people together with our clients including well-known brands like Target, Dufry, IKEA, H&M, Lindt, Max Fashion, and ACE Hardware and partners like Microsoft, Samsung, Intel, ITAB, Avanade, Tech Data.
• Develop your full potential. We pride ourselves on having a culture that allows everyone to feel valued and empowered. As part of Phygrid, you’ll be expected to step up and take ownership of whatever you work on. Show us what you can do and carve out a role that’s perfect for you.

Interested? Let’s talk.