Senior Support Specialist

Mercans HQ: Dubai, United Arab Emirates. Remote job as of May 13.The Senior Support Specialist is a key technical leader within the support team, responsible for handling complex technical issues, leading incident management, mentoring junior specialists, and driving process improvements. This role requires expertise in system architecture, cross-functional collaboration, automation, and a proactive approach to service quality enhancement. The Senior Specialist also plays a pivotal role in troubleshooting methodologies, knowledge sharing, and process efficiency.Responsibilities: Advanced Technical Issue Resolution & Root Cause Analysis Take ownership of critical issues, ensuring swift resolution with minimal downtime.Perform deep-dive RCA, collaborating with Product and Development teams for product improvements.Develop troubleshooting methodologies for recurring issues.Lead technical war rooms and serve as final escalation point.Implement performance monitoring strategies.Lead high-priority incident resolution, coordinating cross-functional efforts.Act as contact point for stakeholders and clients, providing updates and solutions.Establish and improve incident escalation processes.Conduct post-mortem analyses for major incidents.Identify operational risks and address them proactively.Participate in client calls for technical insights.Ensure client feedback is incorporated into improvements.Communicate potential impacts proactively.Collaborate internally to tailor support solutions.Serve as a trusted technical advisor and participate in customer discussions.Drive initiatives to improve customer satisfaction.Ensure ticket resolution within SLA, with weekly SLA tracking.Mentor junior and mid-level Support Specialists and deliver training.Maintain an up-to-date technical knowledge base.Promote continuous learning and knowledge sharing.Utilize AI-driven documentation to enhance problem-solving.Process Automation & Efficiency Improvements: Identify and implement automation to streamline workflows.Collaborate with Dev Ops for self-healing mechanisms and monitoring tools.Optimize ticketing and tracking processes.Use AI diagnostic tools for root cause analysis.Provide feedback to software engineers for system improvements.Partner with Dev Ops and Infrastructure teams for scalability and performance.Assist in deployment strategies to ensure seamless releases.Advocate for supportability in product development.Minimum Qualifications: 5+ years in technical support, system analysis, or related roles.Expertise in system architecture, networking, and troubleshooting.Experience handling high-impact incidents and escalations.Proficiency in monitoring tools, scripting, and system analysis.Strong leadership and mentoring skills.Excellent communication skills for cross-team collaboration. #J-18808-Ljbffr