L1 Support Engineer

📍 Location: Egypt (Hybrid) | 🕒 Type: Full-time | 💼 Department: Infrastructure | 💻 Work Setup: HybridAbout ZIWOZIWO is the leading Cloud Contact Center Solution in the GCC, helping successful companies reach their customers from anywhere with a single interface that brings value to every conversation.As a fast-growing B2B SaaS startup, we’re building the future of customer experience. Our all-in-one cloud solution enables voice, messaging, and CRM integrations for forward-thinking companies across the Middle East and beyond. With a global team of 80+ people, ZIWO is the tech company where innovation meets impact.About The RoleWe’re looking for a proactive and technically skilled L1 Support Engineer to join our Infrastructure team in Egypt. In this role, you will be responsible for resolving software usage issues, troubleshooting technical problems, and ensuring client satisfaction—especially in VoIP and PBX telephony environments.What You’ll Be DoingProvide chat and ticket-based support for client inquiriesDiagnose customer issues using targeted questions and technical toolsConduct remote troubleshooting for software and network problemsEscalate complex issues to Tier 2 Support as neededResolve issues related to user setup, connectivity, and platform usageRecord feedback and enhancement requests from clientsFollow up with users to ensure full resolution of issuesWork flexible shifts to support client coverage across time zonesWhat You BringBachelor’s degree in Computer Science or a related fieldSolid troubleshooting, multitasking, and time-management skillsClear communication and customer service orientationFluent in English; Arabic is a plusAdditional Technical Skills (Preferred) Operating Systems: Basic Linux (Ubuntu) Networking: ping, traceroute, packet capture tools Why Join ZIWOBe part of a high-growth SaaS company revolutionizing cloud communicationsCollaborative and inclusive team cultureOpportunity to work with cutting-edge cloud and voice technologiesClear career progression and development pathsExposure to global markets and enterprise clientsZIWO is an equal opportunity employer. We value diversity and believe it drives innovation. We welcome candidates from all backgrounds.