Senior Customer Support Engineer

Senior Customer Support Engineer – Enterprise Infrastructure

Location: Remote – Middle East / UAE Time Zone

Employment Type: PermanentSalary: $140,000–$160,000 USD, with flexibility for the right candidateWe are working with a rapidly growing global technology company specialising in enterprise Linux, cloud infrastructure, high-performance computing, AI infrastructure and cloud-native technologies.Due to continued growth across the Middle East and APAC, they are looking for an experienced Senior Customer Support Engineer to join their global Customer Engineering team.This is a highly technical, customer-facing position suited to an engineer who enjoys solving complex infrastructure problems, working directly with enterprise customers and developing smarter ways of delivering technical support.The RoleThis is much more than a traditional technical support position.You'll act as a senior technical escalation point for enterprise customers, taking ownership of complex issues while also contributing to development, automation and AI-enabled initiatives.The role is approximately 60% customer engineering and technical support / 40% development and automation.You'll work across Linux, DevOps, Kubernetes and cloud environments, troubleshooting challenging technical problems and collaborating with engineering teams to identify root causes and develop long-term solutions.You'll also have the opportunity to help shape the use of AI and automation within customer engineering, reducing repetitive manual work and improving the way technical support is delivered.Key ResponsibilitiesOwn and resolve complex technical escalations for enterprise customers.Provide senior-level technical support across Linux, DevOps, Kubernetes and cloud environments.Investigate complex infrastructure and application issues through to resolution.Work directly with customers to understand technical challenges and provide practical solutions.Conduct detailed troubleshooting and root-cause analysis.Collaborate with engineering and development teams to resolve underlying technical issues.Develop scripts, tools and automation to improve support processes.Contribute to AI-driven automation initiatives.Work across different cloud and infrastructure environments.Document technical solutions, processes and best practices.Share knowledge and help develop the technical capability of the wider engineering team.Support customers across the Middle East and APAC region when required.What We're Looking ForWe're looking for a technically broad, hands-on engineer who can move comfortably between infrastructure, development and customer engagement.You should have:10+ years' experience in technical support, customer engineering, systems engineering, DevOps or a related technical environment.Strong commercial experience with Linux.Strong DevOps experience.Significant hands-on Kubernetes experience.Kubernetes certification would be advantageous.Experience working across cloud-agnostic environments.Strong troubleshooting and root-cause analysis capabilities.Experience with scripting, software development or automation.A strong understanding of enterprise infrastructure.Proven experience working directly with enterprise customers.Excellent communication and stakeholder-management skills.The ability to work independently within a globally distributed team.Fluent Arabic and English.Ability to work broadly within the UAE / Middle East time zone.The Ideal BackgroundWe're not looking for someone who has followed one narrow technical path.The ideal candidate is a genuine "jack of all trades" engineer — someone who can troubleshoot a Linux environment, investigate a Kubernetes issue, work through a DevOps problem, develop an automation solution and then confidently explain the outcome to a customer.Location & TravelThis is a fully remote position, with candidates ideally based in the UAE or a nearby country within a similar time zone, including Qatar or Egypt.Travel will be limited to less than 20%, primarily supporting customers in Dubai and Abu Dhabi, with occasional international travel where required.Employment will be arranged through the appropriate local employment structure, including an Employer of Record where applicable.Apply now or contact us directly for a confidential conversation about the opportunity.