Customer Support Executive – SaaS & Cybersecurity

About FrausFraus is an innovative AI-powered Human Risk Management platform helping organizations identify, assess, and reduce human-related cybersecurity risks. Through intelligent automation, adaptive phishing simulations, personalized security awareness training, and human risk intelligence, Fraus enables organizations to strengthen their cybersecurity posture with minimal administrative effort.As we continue to expand, we are looking for a motivated and customer-focused Customer Support Executive to join our growing team.

Location: Dubai, United Arab Emirates

Employment Type: Full-TimeExperience Level: Junior to Mid-Level (2–5 Years)About the RoleWe are seeking a Customer Support Executive with experience or a strong interest in SaaS platforms, cybersecurity, and enterprise technology.

You will serve as a key point of contact for our customers, providing technical and functional assistance, supporting platform onboarding, troubleshooting issues, and ensuring a seamless customer experience.This position is ideal for someone who enjoys working with technology, solving problems, and building strong relationships with enterprise customers.Key ResponsibilitiesProvide professional customer support through email, phone, and online communication channels.Assist enterprise customers with SaaS platform onboarding, configuration, and day-to-day operations.Troubleshoot technical and functional issues related to platform features, user accounts, and integrations.Support customers with cybersecurity awareness training, phishing simulation configurations, and reporting.Investigate customer-reported issues, reproduce problems, and coordinate resolutions with engineering teams.Manage support tickets, track resolutions, and ensure timely customer communication.Assist with Microsoft 365, Microsoft Entra ID, and Microsoft Teams-related integration inquiries.Develop and maintain knowledge base articles, FAQs, and technical support documentation.Gather customer feedback and collaborate with product and engineering teams to improve platform usability.Maintain strong customer relationships and contribute to customer satisfaction and retention.Requirements2–5 years of experience in customer support, technical support, SaaS operations, or a related role.Experience supporting software applications, cloud platforms, or enterprise technology solutions.Basic understanding of SaaS architectures, cloud services, and software integrations.Familiarity with cybersecurity concepts, including phishing, security awareness, and user security practices.Ability to investigate technical issues and communicate solutions clearly to customers.Experience using ticketing systems, CRM platforms, or customer support tools.Excellent written and verbal communication skills in English.Strong problem-solving abilities, attention to detail, and organizational skills.Ability to work independently and collaborate with technical and commercial teams.Preferred QualificationsPrevious experience supporting cybersecurity products or B2B SaaS platforms.Familiarity with Microsoft 365, Microsoft Entra ID, and Microsoft Teams.Basic understanding of APIs, SSO, SAML, OAuth, and enterprise integrations.Experience with security awareness or phishing simulation platforms.Knowledge of cloud environments such as Microsoft Azure.Arabic language proficiency is an advantage.Direct cybersecurity industry experience is preferred but not mandatory for candidates with strong SaaS technical support backgrounds.Why Join Fraus?Join a growing AI and cybersecurity technology company based in Dubai.Work with innovative SaaS products and enterprise cybersecurity technologies.Gain hands-on exposure to AI-powered security solutions, cloud integrations, and enterprise customers.Collaborate directly with product development, engineering, and cybersecurity professionals.Develop your expertise across SaaS customer support, technical troubleshooting, and cybersecurity.Benefit from opportunities for professional development and career growth as the company expands.How to ApplyIf you are passionate about technology, enjoy solving customer challenges, and want to grow your career in the SaaS and cybersecurity industry, we would love to hear from you.Apply now and join Fraus in shaping the future of Human Risk Management.