Overview
We are looking for a customer-focused Technical Support Specialist to join our team. You’ll be the first point of contact for clients, helping resolve technical issues efficiently while delivering an excellent support experience.
Key Responsibilities
- Provide customer-facing technical support via calls
- Troubleshoot issues related to integrations, API calls, and internal tools within SLA
- Perform technical triaging and clearly document issues for escalation to engineering when needed
- Collaborate closely with Onboarding, Activations, Content, and Customer Success teams
- Maintain accurate documentation, FAQs, and troubleshooting guides
- Work closely with direct managers to resolve the majority of customer issues
Requirements
- 1+ year of experience in a technical support or similar role
- Strong troubleshooting and problem-solving skills
- Experience using ticketing systems and soft-phone tools
- Basic understanding of APIs, integrations, and (preferably) POS or restaurant tech systems
- Excellent communication skills with the ability to simplify technical concepts
- Ability to thrive in a fast-paced, customer-facing environment
- Comfortable supporting customers across different regions and time zones
- Fluent in English and Arabic (experience supporting MENA customers over phone is a plus)
Preferred Profile
- Early-career professionals looking to grow in technical support
- Hands-on, detail-oriented, and proactive problem solvers
- Team players with a strong sense of ownership
Location
- Cairo
Skills Required
- 1-3 years of experience in technical support or SaaS support
- Strong troubleshooting and problem-solving skills
- Experience working with ticketing systems
- Basic understanding of APIs and integrations
- Basic understanding of POS systems or restaurant tech
- Excellent communication skills
- Ability to work in a fast-paced, customer-facing environment
- Comfortable supporting customers across different regions and time zones
What We Do
Grubtech is a unified commerce engine for Enterprise F&B, Grocery and Pharmaceutical Merchants using multiple online sales channels and back-end operations. Our main product, gOnline, connects all order sources to downstream systems like POS, ERP, Fleet Management, 3PLs, and Loyalty Programs. Our smart solutions help smoothen business operations and make the most of data for important decision making. Based in Dubai, Grubtech also has offices in Sri Lanka, Egypt, and Spain, serving customers in 18 markets.
