{"id":4102961,"url":"https://alion.io/job/partnerone-technical-support-engineer","title":"Technical Support Engineer","company":{"id":716080,"name":"PartnerOne","domain":"partnerone.com","url":"https://alion.io/company/partnerone","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":83,"open_postings":13,"ghost_share":0,"stale_share":0.692,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["EG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"GDPR","optional":false},{"name":"ISO 27001","optional":false},{"name":"Linux","optional":false},{"name":"Rest API","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"MySQL","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-11-11T22:05:35Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T03:38:13Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nThe 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.\nThis 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.\nThe role operates within a 24x7x365 support organisation and requires flexibility to work rotating shifts, including nights, weekends and public holidays.\nKEY RESPONSIBILITIES\nCase Management\nAct as the first point of contact for customers reporting technical issues with Cincom products.\nRegister, categorise, prioritise and manage incoming support cases in Zoho Desk in accordance with established procedures, severity definitions and service levels.\nInvestigation & Troubleshooting\nPerform initial technical investigation and troubleshooting to identify the nature and potential source of reported issues.\nFollow documented troubleshooting procedures, knowledge articles, known-issue playbooks and Cincom's AI-assisted knowledge tools to resolve supported L1 cases.\nCollect and analyse relevant technical information, including error messages, logs, timestamps, system details and troubleshooting results.\nIdentify whether reported issues may relate to application behaviour, operating systems, databases, infrastructure or network connectivity.\nEscalation & Customer Communication\nRecognise 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.\nRecognise 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.\nMaintain end-to-end ownership of customer-facing cases, ensuring regular updates, appropriate follow-up and clear communication until resolution.\nParticipate in customer calls and communicate technical information clearly to both technical and non-technical audiences.\nMaintain accurate and consistent case documentation, including investigation steps, findings, actions taken and escalation details.\nCollaborate with L2 engineers, Hosted Services and Product Engineering teams to facilitate effective case resolution.\nKnowledge & Continuous Improvement\nContribute to the development and maintenance of the technical knowledge base, troubleshooting guides and self-service content.\nIdentify recurring issues and knowledge gaps and share observations with senior engineers to support continuous service improvement.\nDevelop technical knowledge across Cincom's product portfolio, gradually building deeper expertise in assigned products and support areas.\nSecurity & Data Protection\nHandle customer data, logs and system access in line with Cincom's information security, data protection (including GDPR) and customer confidentiality requirements.\nFollow the controls that support Cincom's ISO 27001 and SOC 2 programmes, including access management and evidence of how cases are handled.\nRequirements\nWHAT WE'RE LOOKING FOR\nEssential\nBachelor’s degree in computer science, Computer Engineering, Information Systems or a related technical discipline.\n0-2 years of relevant experience; fresh graduates are encouraged to apply.\nStrong technical fundamentals in operating systems, networking and application technologies.\nGood analytical and troubleshooting skills, with the ability to investigate problems logically and systematically.\nAbility to understand technical information, identify relevant symptoms and determine appropriate next steps.\nStrong written and verbal communication skills in English.\nGood organisational skills and the ability to manage multiple cases while maintaining appropriate priorities and follow-up.\nAbility to work effectively within a team and collaborate with different technical functions.\nCustomer-oriented mindset, ownership, attention to detail and willingness to learn.\nAble to work rotating shifts, including nights, weekends and public holidays, in a 24x7x365 support environment.\nTechnical Foundations\nThe following technical foundations are essential at foundation level. Product-specific skills are taught on the job.\n1. Linux / Unix Fundamentals\nBasic command-line proficiency, understanding of file systems, permissions, processes, services and system logs.\n2. Networking Fundamentals\nUnderstanding of TCP/IP, IP addressing, DNS, DHCP, ports, routing and connectivity troubleshooting tools.\n3. Windows Operating Systems\nBasic knowledge of Windows operating systems, services, Event Viewer, Windows Server and Active Directory.\n4. Application & Database Fundamentals\nUnderstanding of client-server architecture, application troubleshooting, log analysis, database fundamentals, basic SQL, HTTP/HTTPS and REST APIs.\nDesirable\nThe following skills and experience are desirable:\nBasic programming or scripting knowledge, preferably Python or PowerShell.\nFamiliarity with JSON, APIs and application integration concepts.\nExposure to database technologies such as SQL Server, MySQL or MongoDB.\nFamiliarity with virtualisation and cloud computing fundamentals.\nAcademic projects or internships involving software applications, databases, operating systems or infrastructure.\nPrevious exposure to enterprise software or technical support environments.\nLinux certifications such as Linux Essentials, RHCSA or equivalent.\nNetworking certifications such as CCNA or equivalent.\nMicrosoft technical certifications.\nBasic programming or database certifications.\nAdditional language skills, particularly French, German or Italian.\nPRODUCT KNOWLEDGE\nPrevious 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.\nHOW SUCCESS IS MEASURED\nFirst 90 days\nProduct and process onboarding completed for the products in scope, with knowledge checks passed.\nHandling Level 1 cases independently on the shift rota.\nCase records consistently meet the documentation standard in quality checks.\nOngoing\nFirst response and update times within the agreed service levels.\nShare of cases resolved at Level 1 against the team target.\nEscalations reach Level 2 or Level 3 with complete information first time.\nCustomer satisfaction scores on closed cases.\nRegular, useful contributions to the knowledge base.","description_format":"text","description_chars":6965,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":true},{"language":"French","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Investment Holding Companies"],"lifecycle":[{"event":"open","at":"2026-11-11T22:05:35Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-11-12T04:00:45Z"},"pay":null,"html_url":"https://alion.io/job/partnerone-technical-support-engineer","json_url":"https://alion.io/job/partnerone-technical-support-engineer.json","meta":{"generated_at":"2026-11-12T04:00:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8766,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":716080},"rest":"https://alion.io/mcp/rest/get_company?id=716080"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpartnerone-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpartnerone-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpartnerone-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/partnerone-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpartnerone-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4102961}},{"tool":"search_jobs","arguments":{"company":"partnerone.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4102961},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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