Level 1 Technical Support Engineer (Hybrid)

About the role

Tactful is seeking a Level 1 Technical Support Engineer to be the first line of assistance for its global customers. Working in a hybrid setting, you will ensure timely resolutions and help maintain the platform’s high service standards.

Key responsibilities

• Serve as the primary contact for support requests via email and official channels.
• Own cases from triage through resolution or escalation.
• Diagnose, troubleshoot, and resolve platform, configuration, and usage issues.
• Prioritize and manage cases according to defined SLAs.
• Escalate complex technical problems to Level 2 Support or Engineering with full investigation details.
• Communicate proactively with customers throughout the case lifecycle.
• Create, maintain, and improve Knowledge Base articles and troubleshooting guides.
• Identify recurring issues and recommend improvements to reduce ticket volume.
• Collaborate with Customer Success, Delivery, Product, and Engineering teams.
• Maintain accurate case documentation and categorization.

Required profile

• 1–3 years of experience in Technical Support, Help Desk, or Application Support within a SaaS environment.
• Experience supporting cloud‑based applications.
• Strong troubleshooting and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to prioritize multiple requests while meeting SLA commitments.
• Detail‑oriented with solid documentation habits.
• Customer‑first mindset and composure under pressure.
• Experience working cross‑functionally with Product and Engineering teams.

Required skills

• Jira Service Management
• Zendesk
• Freshdesk
• Intercom
• Cloud‑based applications
• APIs and web technologies
• Chatbot platforms
• Automation tools
• Conversational AI
• ITIL Foundation certification (preferred)

What we offer

• Opportunity to work on a real AI platform used across MENA and Europe.
• Remote‑first, outcome‑driven culture.
• Learning from an experienced technical team.
• Potential career growth into broader go‑to‑market roles.