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.