Technical Support Engineer

**Technical Support Engineer** Dubai, UAE | Full-Time **ABOUT US** At Quanika, we build software platforms for security and operational management. Our technology is flexible, scalable, and straightforward to integrate into real-world environments. We focus on delivering robust access control, visitor management, and operational products, and making sure they are successfully adopted across a wide range of projects. As we continue to grow across the UAE and wider region, we are looking for talented individuals who want to be part of a focused, ambitious company delivering enterprise-class security management solutions. **THE ROLE** We are looking for a technically strong Technical Support Engineer to join our Dubai team. This is a mid-level position sitting at the centre of our post-deployment operations, acting as the primary technical contact for customers and a key link between clients, system integrators, the delivery team, and product development. Day-to-day, you will take ownership of support issues from first contact through to resolution, working across software, database, networking, and integration layers to identify root causes and resolve problems efficiently. You will also spend time on-site supporting customers, commissioning systems alongside system integrators, conducting health checks, and assisting with proof-of-concept activities. This role is ideal for someone who enjoys troubleshooting complex systems, takes ownership of customer issues, and is comfortable balancing both office-based and field-based responsibilities. **RESPONSIBILITIES** * Act as the primary technical point of contact for Quanika customers, supporting access control, visitor management, and integrated security management solutions. * Diagnose and resolve issues across software applications, system integrations, network connectivity, databases, and third-party hardware platforms. * Perform hands-on database analysis and troubleshooting, including SQL queries, data validation, and correction of data-related issues where required. * Log, manage, and resolve support tickets while ensuring service level agreements (SLAs) and customer expectations are consistently met. * Conduct root cause analysis on recurring issues and provide detailed findings to support long-term product and process improvements. * Carry out regular site visits for troubleshooting, system health checks, commissioning activities, and customer support. * Support proof-of-concept deployments alongside the pre-sales team, including system setup, configuration, testing, and customer demonstrations. * Commission Quanika systems in collaboration with system integrators, ensuring installations are correctly configured, tested, and handed over. * Support customers through software upgrades, migrations, configuration changes, and platform expansions. * Produce and maintain technical documentation, troubleshooting guides, knowledge base articles, and known issue records. * Escalate software defects and complex technical issues to the development team with clear diagnostics, logs, and supporting evidence. * Work closely with delivery, pre-sales, and development teams to ensure technical knowledge and customer requirements are effectively communicated throughout the project lifecycle. * Assist in developing and improving internal support procedures, standards, and best practices as the company grows. * Maintain a high level of technical knowledge across the Quanika product portfolio and associated technologies. **REQUIREMENTS** * Minimum 3 years' experience in a technical support, systems engineering, commissioning, or field engineering role within the security, ELV, or enterprise software industry. * Strong SQL and database troubleshooting skills, with hands-on experience using Microsoft SQL Server or similar database platforms. * Experience troubleshooting software applications across multiple layers, including application, database, network, and integration environments. * Good understanding of networking fundamentals, including TCP/IP, VLANs, DNS, routing, firewalls, and IP-based system integrations. * Minimum 3 years' experience working with integrated ELV systems, including access control, CCTV, IP networking, and intercom systems. * Experience supporting physical security systems, including access control, video management, visitor management, integrated security management systems, or building management platforms. * Experience with enterprise security platforms is advantageous. * Holding a valid Security Industry Regulatory Agency (SIRA) certification is highly desirable and will be considered a significant advantage. * A valid UAE driving licence is mandatory. Site visits and field-based support form a core part of this role. * Strong written and verbal communication skills in English. * Arabic language skills would be advantageous for customer-facing activities within the region. * Organised, detail-oriented, and capable of maintaining accurate