Technical Support Engineer

The Technical Support Engineer - L1 will be part of the Level 1 team in Cincom's new 24/7 Support function, based in Cairo, and the first point of contact for Cincom customers experiencing technical issues with their enterprise software products, including CPQ, Eloquence and Cincom Smalltalk.

The role focuses on receiving and managing customer cases, performing initial technical investigations, following established troubleshooting procedures, and ensuring timely escalation to the appropriate product specialists when deeper investigation is required.

This is an opportunity for a recent graduate or early-career engineer with strong technical fundamentals, analytical thinking and a customer-oriented mindset to develop expertise in enterprise software support.

The role operates within a 24x7x365 support organisation and requires flexibility to work rotating shifts, including nights, weekends and public holidays.

KEY RESPONSIBILITIES

Case Management

• Act as the first point of contact for customers reporting technical issues with Cincom products.
• Register, categorise, prioritise and manage incoming support cases in Zoho Desk in accordance with established procedures, severity definitions and service levels.

Investigation & Troubleshooting

• Perform initial technical investigation and troubleshooting to identify the nature and potential source of reported issues.
• Follow documented troubleshooting procedures, knowledge articles, known-issue playbooks and Cincom's AI-assisted knowledge tools to resolve supported L1 cases.
• Collect and analyse relevant technical information, including error messages, logs, timestamps, system details and troubleshooting results.
• Identify whether reported issues may relate to application behaviour, operating systems, databases, infrastructure or network connectivity.

Escalation & Customer Communication

• Recognise issues requiring deeper technical investigation and escalate them to Level 2 support, Hosted Services or the product engineering teams (Level 3) with complete technical findings.
• Recognise any report of a possible security vulnerability or active exploitation and route it immediately through the security escalation process, as these carry strict regulatory reporting deadlines.
• Maintain end-to-end ownership of customer-facing cases, ensuring regular updates, appropriate follow-up and clear communication until resolution.
• Participate in customer calls and communicate technical information clearly to both technical and non-technical audiences.
• Maintain accurate and consistent case documentation, including investigation steps, findings, actions taken and escalation details.
• Collaborate with L2 engineers, Hosted Services and Product Engineering teams to facilitate effective case resolution.

Knowledge & Continuous Improvement

• Contribute to the development and maintenance of the technical knowledge base, troubleshooting guides and self-service content.
• Identify recurring issues and knowledge gaps and share observations with senior engineers to support continuous service improvement.
• Develop technical knowledge across Cincom's product portfolio, gradually building deeper expertise in assigned products and support areas.

Security & Data Protection

• Handle customer data, logs and system access in line with Cincom's information security, data protection (including GDPR) and customer confidentiality requirements.
• Follow the controls that support Cincom's ISO 27001 and SOC 2 programmes, including access management and evidence of how cases are handled.

Requirements

WHAT WE'RE LOOKING FOR

Essential

• Bachelor’s degree in computer science, Computer Engineering, Information Systems or a related technical discipline.
• 0-2 years of relevant experience; fresh graduates are encouraged to apply.
• Strong technical fundamentals in operating systems, networking and application technologies.
• Good analytical and troubleshooting skills, with the ability to investigate problems logically and systematically.
• Ability to understand technical information, identify relevant symptoms and determine appropriate next steps.
• Strong written and verbal communication skills in English.
• Good organisational skills and the ability to manage multiple cases while maintaining appropriate priorities and follow-up.
• Ability to work effectively within a team and collaborate with different technical functions.
• Customer-oriented mindset, ownership, attention to detail and willingness to learn.
• Able to work rotating shifts, including nights, weekends and public holidays, in a 24x7x365 support environment.

Technical Foundations

The following technical foundations are essential at foundation level. Product-specific skills are taught on the job.

1. Linux / Unix Fundamentals

Basic command-line proficiency, understanding of file systems, permissions, processes, services and system logs.

2. Networking Fundamentals

Understanding of TCP/IP, IP addressing, DNS, DHCP, ports, routing and connectivity troubleshooting tools.

3. Windows Operating Systems

Basic knowledge of Windows operating systems, services, Event Viewer, Windows Server and Active Directory.

4. Application & Database Fundamentals

Understanding of client-server architecture, application troubleshooting, log analysis, database fundamentals, basic SQL, HTTP/HTTPS and REST APIs.

Desirable

The following skills and experience are desirable:

• Basic programming or scripting knowledge, preferably Python or PowerShell.
• Familiarity with JSON, APIs and application integration concepts.
• Exposure to database technologies such as SQL Server, MySQL or MongoDB.
• Familiarity with virtualisation and cloud computing fundamentals.
• Academic projects or internships involving software applications, databases, operating systems or infrastructure.
• Previous exposure to enterprise software or technical support environments.
• Linux certifications such as Linux Essentials, RHCSA or equivalent.
• Networking certifications such as CCNA or equivalent.
• Microsoft technical certifications.
• Basic programming or database certifications.
• Additional language skills, particularly French, German or Italian.

PRODUCT KNOWLEDGE

Previous knowledge of Cincom products is not required. However, the successful candidate will be expected to develop familiarity with the company's enterprise software portfolio, starting with the products in scope for Level 1, during onboarding and technical enablement.

HOW SUCCESS IS MEASURED

First 90 days

• Product and process onboarding completed for the products in scope, with knowledge checks passed.
• Handling Level 1 cases independently on the shift rota.
• Case records consistently meet the documentation standard in quality checks.

Ongoing

• First response and update times within the agreed service levels.
• Share of cases resolved at Level 1 against the team target.
• Escalations reach Level 2 or Level 3 with complete information first time.
• Customer satisfaction scores on closed cases.
• Regular, useful contributions to the knowledge base.