Senior Engineer – User Support Operations Abu Dhabi – United Arab Emirates Full-time

This role delivers advanced first‑line support for complex user issues across KATIM’s secure communication products, acting as the senior escalation point within a rotating shift model that provides continuous coverage throughout the year. You will diagnose and resolve technical and application‑related problems, support VIP end users with face‑to‑face assistance, and manage device onboarding, replacement, and account administration tasks. Consequently, your technical expertise and professional discretion directly ensure high user satisfaction and reliable operations for governments and businesses.

Key Responsibilities

• Provide advanced first‑line support for complex user issues across supported products. Diagnose and resolve user‑specific technical and application‑related problems.
• Act as a senior point of contact for non‑standard and high‑impact support cases. Therefore, ensure issues are resolved efficiently while maintaining a high standard of user experience.
• Deliver dedicated support to VIP and senior end users, including face‑to‑face and onsite assistance. Support device delivery, replacement, and onboarding activities for VIP users.
• Conduct in‑person satisfaction check‑ins following onboarding or major issue resolution. Ensure a professional, discreet, and confidence‑inspiring presence during VIP interactions.
• Operate as part of a scheduled, rotating support model providing continuous coverage throughout the year. Ensure service continuity during shift handovers and peak operational periods.
• Take ownership of senior decision‑making during assigned shifts. Act as the primary escalation point within the shift for complex or sensitive issues.
• Coordinate with internal teams and higher support tiers (L2/L3) for issue resolution. Ensure clear documentation and handover of escalated issues, then track escalated cases through to resolution and closure.
• Perform approved administrative actions in production environments within defined scope. Manage user accounts and application administration tasks through authorised admin portals. Execute device‑related actions in line with procedures, therefore ensuring all actions are documented and auditable.

Requirements & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 4–7 years of experience in end‑user support, IT operations, or application support roles.
• Proven experience handling complex user issues and escalations, with the ability to act as a senior decision‑maker during assigned shifts.
• Prior experience working in shift‑based or extended‑coverage support models is an advantage.
• Strong technical troubleshooting skills for both application and device‑related issues. Knowledge of user account management and admin portals.
• Excellent communication skills in English (written and spoken); Arabic is an advantage.
• Professional, discreet, and customer‑focused mindset, especially when handling VIP interactions.
• Ability to work rotating day and evening shifts, ensuring continuous service coverage.

What You’ll Gain

• Opportunity to join KATIM, a leader in secure communication products, as part of EDGE – one of the world’s leading advanced technology groups.
• Competitive tax‑free monthly salary (AED 14,000–20,000) plus medical insurance, annual flight allowance, and end of service gratuity.
• Senior role with direct escalation ownership, VIP exposure, and collaboration with L2/L3 teams in a dynamic, start‑up‑like yet disciplined environment.
• Experience with cutting‑edge secure communication technologies across Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications.