Technical Support Lead

Technical Support Lead (Resolution Engineering)

Organization: Technocas Solutions

Location: Mubarakiya, Kuwait City

Remuneration: KWD 1,100 per month (All-inclusive)

The Support Mission

Operating from the vibrant Mubarakiya district in the heart of Kuwait City, Technocas Solutions is seeking a Technical Support Lead to elevate our client-side service delivery. This is a role for a high-integrity leader who understands that technical support is the bridge between complex technology and a seamless user experience. You will be responsible for leading a specialized team to resolve multifaceted hardware and software challenges, ensuring that Technocas remains synonymous with reliability in the Kuwaiti tech market.

Support DNA & Leadership Focus

• SLA Governance & Escalation: Lead the management of support ticket lifecycles, ensuring all service level agreements are met or exceeded through rigorous prioritization and technical oversight.
• Incident Resolution Architecture: Act as the final point of escalation for complex technical hurdles, diagnosing root causes and implementing permanent fixes to prevent recurring system friction.
• Team Mentorship & Knowledge Cultivation: Oversee the professional development of the support staff in Mubarakiya, building a robust internal knowledge base and refining troubleshooting protocols.
• User Experience Advocacy: Translate technical feedback into actionable product improvements, collaborating with engineering teams to enhance system usability based on real-world client data.

Professional Profile

• Experience Foundation: 5+ years of experience in technical support or IT service management, with at least 2 years in a supervisory or lead capacity.
• Technical Proficiency: Expert-level troubleshooting skills in Windows/macOS ecosystems, networking fundamentals (TCP/IP, DNS), and enterprise SaaS integration.
• Linguistic Clarity: Advanced C2-level proficiency in professional English is essential for clear communication with both technical teams and non-technical stakeholders.
• Asynchronous Support: Expert-level proficiency in using Loom to record "step-by-step" resolution guides and video-based technical briefings for the support team.

The Work Context

Technocas Solutions offers a collaborative, fast-paced environment in the historic Mubarakiya area. This position provides a competitive KWD 1,100 monthly salary and the opportunity to define the service standards for a growing Kuwait-based solutions provider.

نوع الوظيفة: دوام كامل

الراتب المدفوع: KWD١٬١٠٠٫٠٠٠ لكل شهر

موقع العمل: بشكل شخصي