414 Technical Support Leader jobs in Egypt

At IDWise, we are a B2B SaaS regtech venture dedicated to enhancing remote digital customer onboarding with our automated AI-based global identity verification and e-KYC solutions. Our mission is to leverage the latest AI advancements to build trust in some of the largest and fastest-growing markets globally.

About Us

At IDWise, we're on a mission to redefine identity verification, enabling seamless, secure, and efficient digital experiences. Headquartered in London, UK, our diverse team spans 7 countries, serving disruptive tech ventures and large enterprises across four continents. We work in dynamic industries such as Fintech, Crypto, Banking, and Mobility.

What Makes Us Different?

• Global Reach, Local Impact:

Our solutions help businesses in some of the world's fastest-growing markets.
- Innovation at the Core:

You'll work alongside industry experts and have the chance to build proprietary technologies that make a real difference.
- Startup Agility:

Thrive in a fast-paced startup environment where your contributions are valued and your ideas matter.

Job Overview:

As Customer Support Manager, you will assume full responsibility for our global customer support operations. This includes oversight of day-to-day activities, performance management, escalation handling, and the development and coaching of a distributed, multicultural team. You will drive continuous service improvement, ensuring the delivery of best-in-class support to our clients worldwide.

Responsibilities:

• Oversee daily operations, monitor key performance indicators, and implement continuous improvement initiatives to achieve service quality, SLA, and customer satisfaction targets.
• Recruit, train, and develop support specialists, nurturing a culture of excellence, collaboration, and professional growth.
• Establish and maintain QA processes, reporting on team performance (including SLA compliance, FCR, CSAT, and audit outcomes) and instigating corrective actions where necessary.
• Ensure the maintenance and regular updating of documentation, SOPs, and internal playbooks for operational consistency and efficiency.
• Personally manage high-value client relationships, oversee escalated incidents, and act as a senior escalation point for critical customer issues.
• Work cross-functionally with Product, Engineering, and Sales teams to relay customer insights, influence product and process enhancements, and resolve complex matters.
• Lead or contribute to initiatives aimed at enhancing customer self-service, automation, and support innovation.
• Analyse feedback, complaint data, and support metrics to identify trends and inform both immediate and long-term improvements.
• Ensure appropriate shift coverage across global time zones, supporting and enabling service delivery in both Arabic and English.

Requirements:

• Bachelor's or Master's degree in Computer Science, Information Systems, Engineering, or a related field.
• A minimum of seven years' experience in customer support, with at least two years in a leadership or management capacity within a SaaS or technology company.
• Advanced knowledge of customer support ticketing systems (e.g., Freshdesk, Zendesk, HubSpot) and demonstrable ability to analyze and optimise ticket workflow and activity tracking.
• In-depth understanding of quality assurance, SLA compliance, and performance monitoring within a customer support function.
• Proven track record in recruiting, developing, and managing high-performing support teams, including setting KPIs and conducting regular performance reviews.
• Exceptional communication and stakeholder management skills, with fluency in both Arabic and English.
• Strong technical acumen, with the ability to oversee escalated technical issues, liaise with engineering/product teams, and implement process improvements.
• Demonstrated experience in handling escalated client incidents, complex complaint resolution, and direct engagement with VIP or high-value customers.
• Ability to manage shift scheduling, ensure adequate global coverage, and maintain operational continuity at all times.
• Data-driven approach to decision-making, with proficiency in interpreting support analytics and driving continuous improvement initiatives.
• Proficiency in troubleshooting SDK and API integration issues, with the ability to guide customers in complex integration setups.
• Competence in maintaining, updating, and simplifying customer-facing technical documentation, including guides for API usage, SDK integration, and product configuration.

If you are passionate about customer success, enjoy working in a fast-paced, ever-changing, and fun start-up environment, and want to contribute to instilling trust in the digital ecosystem. We want you to join our fantastic team of IDWisers

Company Description

At
OrchidaTax
, we recognize that our greatest asset is our people. Our dedicated team of professionals drives innovation in tax technology and compliance automation, helping us stay ahead in the industry. As a leading global provider of tax software solutions, particularly in electronic invoicing, we serve over 5,000 branches and have partnered with over 350 clients, including 150 multinational companies. We process over 75,000,000 e-invoices per month, continuously enhancing our offerings to embrace the latest trends and technologies. Our foundation in Saudi Arabia and Egypt serves as a springboard for our vision to become the foremost provider of electronic invoicing solutions in the Middle East.

Summary:

The
Technical Support Manager
leads the
technical support and implementation teams
to ensure clients receive timely, high-quality service and solutions. The role involves managing technical issue resolution, coordinating implementation processes, and maintaining customer satisfaction through structured service delivery.

Key Responsibilities:

·   Manage, coach, and develop the technical support and implementation teams.

·   Ensure all support and service requests are handled within SLAs.

·   Oversee system implementations, testing, and client acceptance processes.

·   Develop and maintain support documentation, SOPs, and knowledge databases.

·   Conduct root cause analyses and implement corrective actions to prevent recurrence.

·   Maintain high levels of customer satisfaction and act as an escalation point for complex issues.

·   Collaborate with product and development teams to resolve technical issues and improve product stability.

·   Monitor team KPIs and performance metrics to ensure continuous improvement.

·   Plan team capacity and resource allocation to meet service demands.

Qualifications:

·   Bachelor's degree in Computer Science or a related field (ITI graduates preferred).

· years of experience in technical support or software implementation.

·   At least 2 years in a managerial or supervisory role.

·   Strong technical knowledge of software systems and support processes.

·   Excellent leadership, communication, and customer-handling skills.

·   Ability to work under pressure and manage multiple priorities.

Job Responsibilities:

1.Provide day-to-day support for banking applications (core & non-core).

2.Troubleshoot, resolve incidents, and ensure system availability.

3.Configure and implement banking products, services, and processes.

4.Support application enhancements, upgrades, and patches.

5.Collaborate with business and vendors on new requirements and integrations.

6.Ensure compliance with IT security and audit standards.

7.Maintain documentation and provide knowledge transfer to junior staff.

Qualifications & Experience:

1.Bachelor's degree in computer science, Information Technology, or a related discipline.

2.From 3–5 years of relevant experience in banking application support and implementation.

3.Strong knowledge of banking systems and ability to configure products and services.

4.Proficiency in SQL/Oracle databases and exposure to middleware/API integrations.

5.Understanding of ITIL frameworks (incident, change, problem management).

6.Knowledge of banking compliance, audit, and regulatory requirements.

7.Strong analytical, communication, and vendor management skills.

Role Description

A full-time on-site role for an Applications Support Manager for a reputable company in the financial sector located in Smart Village - October, Egypt.

He will be responsible for leading a team of engineers by providing technical support, managing deployments through UAT, PreProd and Production environments, closing tickets, integrations, vulnerability management to ensure a smooth operation of applications services.

Qualifications

• +10 years of Experience in Applications support field.

• ITIL, PMP and DevOps are a plus.

• Oracle SQL, PL/SQL, Redhat OpenShift, DynaTrace, IIS, NginX, Apache, Automation are a plus.

• Bachelor's degree in Computer Science, Information Technology, or a related field is a must.

1.   Job Purpose

Manage and optimize booking fulfilment and confirmation operations to ensure accurate, timely delivery of hospitality services for B2B clients. Lead the fulfilment team to meet SLA commitments, minimize errors, and deliver a consistent, high-quality post-sale experience that supports commercial objectives.

2.   Primary Duties and Responsibilities

Fulfilment & Confirmation Operations

• Oversee end-to-end confirmation workflows for hotel, transfer, and ancillary bookings; ensure accuracy of reservations, vouchers, and supplier confirmations.
• Verify booking data, manage inventory holds and releases, and resolve confirmation discrepancies before client-facing deadlines.
• Maintain operational documentation and SOPs for all fulfilment processes.
• Ensure consistent customer satisfaction and take prompt corrective action in case if any deviation.

Team Management and Development

• Supervise a team, recruit, coach, set objectives, and conduct performance reviews.
• Establish quality standards, provide ongoing training, and promote a culture of accountability and continuous improvement.

Issue Resolution & Escalation Management

• Own day-to-day escalations from Sales, Account Management, and clients related to confirmations, amendments, and cancellations.
• Lead root-cause analysis for recurring issues and implement corrective/preventive actions.

Supplier & Partner Coordination

• Maintain strong operational relationships with hotels, transfer providers, and third-party platforms; manage contract fulfilment requirements and SLAs.
• Coordinate exceptions, manual confirmations, and special requests with suppliers.

Process Improvement & Tools

• Identify opportunities to automate confirmation flows, reduce manual touchpoints, and improve data quality.
• Work with Product/Tech teams to prioritize fulfilment enhancements and ensure tool effectiveness.

Reporting & Compliance

• Monitor fulfilment KPIs (confirmation rate, error rate, on-time confirmation) and deliver regular reports to Operations leadership.
• Ensure compliance with company policies and contractual obligations.

3.   Required Qualifications

• Bachelor's degree in Hospitality Management, Travel & Tourism, Business Administration, or related field.
• 6+ years of experience in hospitality fulfilment, confirmations, or reservation operations within B2B travel or OTA environments.
• Proven experience managing SLA-driven teams and handling high-volume booking workflows.
• Strong familiarity with booking platforms, CRS/GDS integrations, and common supplier confirmation processes.
• Excellent written and spoken English; local language proficiency preferred.

4.   Preferred Qualifications

• Experience with hotel contracting, voucher management, or group bookings.
• Exposure to CRM and ticketing systems used for post-sales operations.
• Certification or training in process improvement (Lean, Six Sigma) is a plus.

5.   Core Competencies

• Operational accuracy and attention to detail.
• Leadership and team coaching.
• Customer-focused problem solving and escalation handling.
• Strong communication and stakeholder management.
• Data literacy for KPI monitoring and reporting.
• Technical aptitude with booking systems and automation tools.

6.   Working Conditions

• Office-based with hybrid flexibility depending on business needs.
• Regular business hours with occasional requirements for extended hours to manage incidents or project deadlines.

Sumerge's Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

• Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.
• Manage monitoring solution of all the involved layers.
• Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics.
• Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.
• Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.
• Follow up on the financial status of the owned projects.
• Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members' roles.
• Identify training and development needs and coaches team members on achieving goals.
• Recruit and select high performers, develop talent, and recognize performance.

Requirements

• Bachelor's degree of Computer Science or Engineering or a related field

• 9+ years of relevant experience

• 3+ years of people management experience

Sumerge's Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers' desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients' needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.
• Manage monitoring solution of all the involved layers.
• Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics
• Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.
• Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.
• Follow up on the financial status of the owned projects.
• Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members' roles.
• Identify training and development needs and coaches team members on achieving goals.
• Recruit and select high performers, develop talent, and recognize performance.

Requirements

• Bachelor's degree of Computer Science or Engineering or a related field

• 9+ years of relevant experience

• 3+ years of people management experience

Job description

Why join us:

To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). The role of Financial Support Managers is to help Commercial Banking customers who may be experiencing financial difficulty. This role is a telephony role working on an inbound and outbound telephone line.

The Opportunity:

• It's a telephony role handling high level of calls over the phone with clients.
• Engaging with Customers / Stakeholders / Colleagues.
• Working in a Dynamic Environment / Responsibly.
• Understanding the External Marketplace / Customer centricity.
• Managing Business Information.

What you'll do:

• This role is a telephony role and as a confident communicator on both in and outbound telephone calls, the role holder will need to use their skills to help customers who may be experiencing financial difficulties. The role holder will need to be a good listener with a strong understanding of the issues that businesses can face in their daily lives and especially during an economic downturn.
• Through engagement with the customer and overlaying Bank data the role holder will need to develop a deep understanding of the customer's business and the issues that it faces.
• Applies acquired knowledge to provide advice and assistance to customers when identifying the appropriate customer-orientated solutions to help resolve the customer's financial difficulties based on the customer's situation and financial information.
• The role holder will be assessing and utilising a variety of appropriate forbearance solutions and debt restructuring to assist our customers in resolving their financial difficulties.
• The role holder will be assisting customers who may be in financial difficulty with their COVID-19 government-backed lending such as Bounce Back Loans and managing the specific requirements of this scheme. They will also assist customers who may be in financial difficulty with their Small Business Banking Loans and other Government Lending scheme lending products.
• As required, assistance in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings.
• Providing guidance and support to CMB colleagues to share knowledge and experience with employees within and outside of immediate team, promoting a collective culture to spread experience and best practice. Ensure consistent application of group policy and adhere to regulatory, financial, and legal standards to minimise business and reputational risks.
• The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation & Support the financial crime risk agenda.

Requirements

What you will need to succeed in the role:

• +2 years of experience in Tele-sales / Customer service (Complex calls) in call centre. Must be Fluent in English.
• Comfortable with a telephony role, both inbound and outbound, demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role, be confident and be able to quickly establish rapport with our customers, excellent communication and negotiation skills, with the ability to consult with our customers to fully understand their needs.
• A high level of Soft-skills, self-motivation and positive attitude & to put our customers at the heart of everything we do, product knowledge of non-complex and complex commercial products such as Small Business Banking loans and Government Lending Scheme products including Bounce Back Loans and other Government backed lending schemes, influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders.
• Truly understand the challenges and situations our customers face through asking questions and listening with empathy, understanding and appreciation of the issues people can face in their daily lives when in financial difficulty, working with them to deliver fair outcomes and creating a solution and payment plan that is affordable and suitable.
• Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements in order to provide solutions that are commercially viable and sustainable, broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these businesses e.g. CCA and CONC, ability to make business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications, ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
• Sound knowledge of policy, procedures and systems within own work area - including Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook.
• The skill to utilise multiple systems to explore the customer's needs and bespoke requirements and the ability to check and correct problems that are not immediately evident in existing systems or processes, be passionate and care about offering a service to our valued customers that is second to none.
• Planning and organizational skills in order to manage the unexpected as well as anticipated issues or events, so that success can still be achieved, taking ownership and accountability for personal professionalism and through that ensuring CMB is a business where all our employees can enjoy challenging rewarding careers and reach their full potential and fulfil their ambition, build a strong understanding of the client's business and industry to promote insights, enrich client conversations and deliver fair outcomes for our customers, an understand of forbearance solutions and debt restructuring and the impact these have on our customers desirable.

What additional skills will be good to have:

• Microsoft office knowledge.
• MI and Reporting/ Real time management.
• Experience and proficiency with web-based technologies.
• Previous experience working in a banking or financial environment.
• Position requires technical knowledge where GLCM Digital experience is an asset.

***Issued By HSBC Electronic Data Service Delivery Egypt***

General Purpose

This role is responsible for user support/help desk, workstation management, and related software. Partnering with the Lead for Business Applications, this position will lead the transition from implementation phase to operation / support phase. Help set priorities for the design and successful delivery of IT services support solutions.

Providing a single point of contact (SPOC) to handle service inquiries, incidents, requests and events while ensuring relevant Service Level Agreements (SLAs) are being achieved and maintained within Beyti Head Office, Plant, existing and newly established distribution sites.

Key Responsibilities / Tasks

• Assist in design and implement short- and long-term plans to ensure Beyti infrastructure meets existing and future capacity and capability requirements.

• Assist in the development of sourcing strategy and provides executive oversight for strategic vendor and partner relationship management.

• Co-ordinate and communicate with all other departments, colleagues, and senior staff to ensure business continuity.

• Co-ordinate in implementation plans that support best practice and the IT strategy.

• Developing the Service Management tool being used to drive innovative and fully automated workflows for services provided.

• Ensure that the IT Service Desk operates efficiently and effectively, providing technical support when necessary and responsible for IT Service Desk SLAs and dashboards.

• Ensuring opportunities for change are understood and exploited for the future benefit of the business.

• Improving communication with end users and other improvement areas via conducting regular customer satisfaction surveys.

• In-depth understanding of Service Management Framework principles and processes and the ability to apply the latest technical knowledge in project or programme activities.

• Leads the development of strategies and roadmap and ensures its integration with the overall IT and its strategic plans.

• Maintain Hardware Asset Register detailing Beyti IT assets used by Beyti users, and identify, analyze, and manage associated information risks.

• Maintain effective relationships with suppliers to secure best value for Beyti goods and services.

• Maintains accurate IT asset inventory and assist in acquisition, deployment, support, and retiring of IT assets based on established IT life cycle management.

• Maintains currency on new technologies and platforms and provides direction on what emerging technologies should be assimilated, integrated and introduced.

• Participates in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.

• Provide regular verbal and written reports to IT Infrastructure manager on service levels, dashboards, planned maintenance, issues and data.

• Participates in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.

• Works with the IT business teams on the service and application catalogue.

Experience

• Two (2) years' experience in the role of IT Systems Manager.
• Four (4) years or more of experience supporting, maintaining and administering Microsoft Windows, including latest Windows Server, MS Active Directory and troubleshooting techniques.
• Two (2) years or more of experience administering a Microsoft Office 365. tenant account, including Exchange on-line and Azure AD.
• Minimum three (3) years of experience managing a cloud-based. infrastructure using Amazon AWS or Microsoft Azure.

Skills/Qualifications

• Business Analysis (IT Operations)
• Customer Service, Communication & Presentation skills
• English Language Fluency (Verbal & Written)
• Good knowledge of ticketing system
• Good knowledge of various Windows environments, MS Active Directory, File & Print Servers, services automation, M365 including Outlook, Teams, Kaizala, Yammer, Planner, Forms and various remote support mechanisms
• ITIL V4 certified is a plus
• Project management diploma and/or certificate.
• Service Management Framework knowledge
• Staff Management & development skills
• Strategic & Critical Thinking