About the Role
Technocas Solutions, located in the historic Mubarakiya district of Kuwait City, is looking for a Technical Support Lead to drive excellence in client‑side service delivery. In this role you will bridge complex technology with a seamless user experience, leading a specialized team to resolve hardware and software challenges while upholding the company’s reputation for reliability in the Kuwaiti tech market.
Key Responsibilities
- Manage support ticket lifecycles, ensuring all service level agreements are met or exceeded through rigorous prioritization and technical oversight.
- Act as the final escalation point for complex technical issues, diagnosing root causes and implementing permanent fixes to prevent recurrence.
- Mentor and develop support staff, building an internal knowledge base and refining troubleshooting protocols.
- Advocate for user experience by translating technical feedback into actionable product improvements in collaboration with engineering teams.
- Produce step‑by‑step resolution guides and video briefings using Loom to enhance team knowledge sharing.
Required Qualifications
- 5+ years of experience in technical support or IT service management, with at least 2 years in a supervisory or lead capacity.
- Expert‑level troubleshooting skills in Windows and macOS ecosystems, networking fundamentals (TCP/IP, DNS), and enterprise SaaS integration.
- Advanced C2‑level proficiency in professional English for clear communication with technical and non‑technical stakeholders.
- Strong leadership and team‑building abilities, with a track record of driving performance and fostering a collaborative culture.
- Experience in SLA governance, incident resolution, and escalation management.
What We Offer
- Competitive monthly salary of KWD 1,100, all‑inclusive.
- Opportunity to shape service standards for a growing Kuwait‑based solutions provider.
- Collaborative, fast‑paced work environment in the vibrant Mubarakiya area.
How to Apply
If you are a high‑integrity leader with a passion for technical excellence and customer satisfaction, please submit your application through the job board. We look forward to reviewing your experience and discussing how you can contribute to Technocas Solutions.