L1 Support Engineer

📍 Location: Egypt (Hybrid) | 🕒 Type: Full-time | 💼 Department: Revenue | 💻 Work Setup: Hybrid

About ZIWO

ZIWO 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 Role

We’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 Doing

• Provide chat and ticket-based support for client inquiries
• Diagnose customer issues using targeted questions and technical tools
• Conduct remote troubleshooting for software and network problems
• Escalate complex issues to Tier 2 Support as needed
• Resolve issues related to user setup, connectivity, and platform usage
• Record feedback and enhancement requests from clients
• Follow up with users to ensure full resolution of issues
• Work flexible shifts to support client coverage across time zones

What You Bring

• Bachelor’s degree.
• Solid troubleshooting, multitasking, and time-management skills
• 2-3 years of customer support experience.
• Clear communication and customer service orientation
• Fluent in English; Arabic is a plus

Additional Technical Skills (Preferred)

• Networking: ping, traceroute, packet capture tools

Why Join ZIWO

• Be part of a high-growth SaaS company revolutionizing cloud communications
• Collaborative and inclusive team culture
• Opportunity to work with cutting-edge cloud and voice technologies
• Clear career progression and development paths
• Exposure to global markets and enterprise clients

ZIWO is an equal opportunity employer. We value diversity and believe it drives innovation. We welcome candidates from all backgrounds.