SW Care Center Support Engineer

Location: Dubai, United Arab Emirates; onsite, with willingness to work in a 24x7 environment and handle long hours when necessary.

Company

hirify.global is an international technology group developing integrated security technologies across Digital Security, Financial Platforms, and Currency Technology.

What you will do

• Provide first-level customer support by phone, email, and remote access, recording, categorizing, prioritizing, tracking, and routing incidents.
• Analyze symptoms and underlying problems involving physical layers, hardware and software setup, installations, application functionality, and business workflows.
• Resolve limited-complexity issues using documented procedures and aim to handle 70–80% of user problems before escalation.
• Escalate complex incidents to in-house second-level support and monitor ticket progress through resolution.
• Set up and configure test environments to reproduce issues, prepare customer reports, and create support or training documentation.
• Maintain customer communication, issue records, product knowledge, and professional customer relationships.

Requirements

• Degree in Computer Science or a related field and 4+ years of experience in a customer support role.
• Excellent verbal and written communication, interpersonal, analytical, problem-solving, multitasking, organizational, and follow-up skills.
• Experience setting up database servers, application servers, and reporting servers.
• Demonstrated experience with Windows 11 and Windows Server 2015, MS SQL 2022, Oracle 19C, IBM WebSphere, and JBoss.
• Ability to work independently and in a team, lead when required, exercise sound judgment with business information, and maintain a professional and trustworthy manner.
• Ability to work effectively in a multicultural and international environment.
• Willingness to work in a 24x7 environment and under high-pressure conditions.

Nice to have

• Prior experience in the banking or warehousing industry.
• Working knowledge of Java, .NET, or C#.

Culture & Benefits

• Work in an international technology group with more than 14,000 employees across 40 countries.
• Collaborate with customers and colleagues in a multicultural environment.
• Work on security technologies supporting digital and physical currency ecosystems.
• Role includes 24x7 support coverage and flexibility for long working hours when necessary.