Role overview

AI71 seeks a Senior L2 Technical Support Specialist for its Abu Dhabi office. You will handle complex, escalated technical issues that go beyond frontline support scope, serve as a technical authority for L1 and L2 teams, and bridge communication between clients, support staff, and engineering. This role combines deep troubleshooting expertise with mentorship and process ownership across both cloud-based and on-premises environments.

Key responsibilities

Independently diagnose and resolve complex technical issues including identity federation, API failures, data integrity problems, and performance degradation without relying on standard scripts or runbooks.
Perform root-cause analysis on novel or ambiguous issues, applying fixes or workarounds before involving engineering teams.
Conduct in-depth diagnostics by analyzing logs, querying databases, tracing requests across services, and replicating issues in lower environments to determine whether problems are client-specific, platform-wide, or product defects.
Own escalations end-to-end by writing precise defect reports with reproduction steps, logs, hypotheses, impact scope, and attempted fixes to minimize back-and-forth with engineering.
Lead technical relationships with key enterprise accounts and high-visibility clients, conducting client-facing calls and managing sensitive escalations with appropriate judgment.
Build and maintain knowledge base content, design triage workflows and escalation criteria, mentor L1 and L2 staff, and represent the support function in cross-functional process discussions and incident reviews.
Support release and deployment activities by performing post-deployment validation and investigating deployment-related incidents in coordination with DevOps and SRE teams.

Requirements

Five to eight years of technical or application support experience, including at least two years at L2 level or equivalent, with demonstrated growth in responsibility and scope.
Proven track record managing escalated or high-visibility client issues and fluency in Arabic, which is essential.
Hands-on experience in DevOps environments, including supporting deployments, troubleshooting pipelines and containers, and collaborating with DevOps/SRE teams during incidents.
Advanced knowledge of complex enterprise platforms, operating systems (Windows, Mac, Linux), and enterprise authentication patterns including SAML, OIDC, SSO, MFA, and identity providers.
Proficiency in log analysis, administrative tooling, backend diagnostics, networking fundamentals (DNS, VPN, firewalls, TLS certificates), and API knowledge (REST, HTTP status codes, tools like Postman or cURL).
Intermediate SQL skills for data validation, basic scripting in PowerShell, Bash, or Python for diagnostics, and experience with ticketing and observability tools such as Zendesk, Jira Service Management, and Datadog.
Experience mentoring support peers, creating and maintaining standard operating procedures and knowledge base content, and understanding the end-to-end software development lifecycle including release and change management.

What makes this role worth considering

You will work within AI71’s engineering department on cutting-edge artificial intelligence solutions, bridging the gap between advanced technology and real-world client impact. This position offers substantial influence over how the support function operates, with direct ownership of technical direction, process improvement, and team development. Your expertise will shape the experience of both internal teams and enterprise clients across managed SaaS and on-premises environments.