Support Engineer

• Serve as the first point of contact for customers via email, chat, and phone
• Own, prioritize, troubleshoot, and resolve complex technical issues
• Provide high-quality technical support and tailored customer solutions
• Act as a product expert for Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
• Create valuable support tools and documentation
• Stay updated on product enhancements, new features, and industry best practices
• Analyze and diagnose customer-reported technical issues and provide timely resolutions
• Escalate issues to the development team with detailed information when necessary
• Document troubleshooting steps and solutions for internal and external knowledge bases
• Advocate for customer needs and collaborate with internal teams on product bugs and improvements
• Contribute to documentation, tools, and processes that streamline support
• Operate independently with global teammates to maintain service quality across time zones

• Manage the entire Zendesk platform, including setup, administration and advanced customization
• Serve as the primary technical point of contact for clients across Zendesk, email and phone
• Own support tickets from initial contact through resolution and ensure SLA adherence
• Troubleshoot and validate advanced technical issues, escalating to developers when necessary and verifying fixes
• Report, track and follow up on software bugs and technical glitches with development teams
• Perform basic QA testing on new features and updates before release
• Maintain technical documentation, product manuals, release notes and the Help Center/knowledge base
• Lead client and internal onboarding and training sessions, including onsite and online sessions
• Create structured learning content and certification-based training courses
• Maintain course content and learning paths for GamaLearn / EduNext Academy
• Act as the internal product/platform expert for SwiftAssess, EduNext Academy, GamaLearn and related platforms
• Manage licensing, voucher allocation and client entitlements for platform and exam access
• Deliver professional services as the technical lead on projects
• Collect client feedback and contribute to product and service improvements
• Support recruitment by coordinating technical assessments, onboarding and training for new hires
• Maintain continuous product knowledge and improve inter-department collaboration

Support Engineer jobs in United Arab Emirates

Support Engineer

Senior Technical Support Engineer