Role overview

AI71 is a leader in artificial intelligence, building secure enterprise applications that address complex challenges for developers, businesses and governments. This Senior L1 Technical Support Specialist position is a high-ownership role that goes beyond routine ticket resolution, requiring experienced judgment on troubleshooting, escalation decisions, and process improvement across both cloud-hosted and on-premises client environments.

Key responsibilities

Diagnose and resolve advanced first-tier technical issues including access control, configuration problems, integration failures, and data synchronization challenges with minimal reliance on scripts or predefined procedures.
Exercise technical judgment on ambiguous or novel issues that fall outside standard documentation, determine root causes, and decide whether to resolve independently or escalate to engineering.
Conduct deeper diagnostics by reading application and system logs, using administrative tools to inspect account and configuration states, and replicating issues across multiple environments to identify whether problems are client-specific, platform-wide, or known bugs.
Write precise escalation handoff notes to engineering that include reproduction steps, relevant logs, impact scope, and troubleshooting attempts already completed.
Identify patterns across multiple tickets and proactively alert engineering and product teams to systemic issues before they become widespread.
Manage relationships with key enterprise accounts and high-visibility clients, handle complex multi-session support calls, and provide input to account and client success teams on recurring pain points.
Own knowledge base improvement by auditing content for gaps and accuracy, writing new articles, and establishing documentation standards for the support team.
Mentor new hires and act as an informal escalation point when other L1 team members need guidance on how to proceed with uncertain issues.

Requirements

Three to five years of experience in technical support or helpdesk roles, with demonstrated progression in scope and ownership of complex issues.
Fluency in Arabic is essential.
Strong working knowledge of complex enterprise platforms, web browsers, operating systems, and common enterprise authentication patterns such as single sign-on and multi-factor authentication.
Ability to read application and system logs and use administrative tooling to diagnose issues without requiring engineering intervention.
Working knowledge of networking fundamentals including DNS, VPN, API basics, and HTTP status codes, plus basic SQL for querying account and data state.
Familiarity with ticketing systems, monitoring tools, and status pages such as Zendesk, Jira Service Management, or Statuspage.
Foundational understanding of software development lifecycles, CI/CD pipelines, deployment processes, and environment management across development, staging, and production systems.
Track record of handling escalated client situations, mentoring peers, and owning the creation and maintenance of standard operating procedures and knowledge base content.

What makes this role worth considering

This position offers substantial autonomy and influence within the support organization. You will shape processes, mentor the team, and have direct input into how the support function operates across a growing portfolio of enterprise clients. The role bridges technical execution with strategic impact, allowing you to influence product and engineering priorities based on real-world client challenges.