# Senior Technical Support Engineer

> Smart Technology Solutions · New Damietta City, Egypt (Hybrid) · Full-time · Posted 2026-04-07

**Workplace:** hybrid

**Department:** IT Solutions & Management

## Description

-   Lead Sev-1 and Sev-2 incident resolution end-to-end.
-   Design and implement permanent fixes.
-   Build and enhance automation and support tools.
-   Ensure full compliance with contracts and SLAs.
-   Analyze service trends and lead continual service improvement.
-   Act as the owner of client satisfaction and feedback.
-   Translate client needs into technical actions.
-   Lead technical projects across multiple workstreams.
-   Coach and supervise L1 and L2 teams.

## Requirements

-   Bachelor's degree in computer science or information technology.
-   Professional certifications, ITIL, Microsoft, or similar.
-   8 plus years of experience in IT services or managed services.
-   English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role.
-   Strong problem management and trend analysis skills.
-   Hands-on scripting and automation experience.
-   Calm leadership during critical incidents.
-   Strong stakeholder and client management skills.
-   Proven project delivery experience.

## Benefits

-   A culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.
-   Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.
-   Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.
-   A space for every personality: Love socializing? You’ll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We’ve got dedicated Focus Rooms perfect for deep work.
-   Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.

## Apply

[Apply at Smart Technology Solutions](https://apply.workable.com/smarttechsa/j/A9D3A8293C/apply)

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