The company is a leader in the development of innovative secure communication products and solutions for governments and businesses. As part of the Space & Cyber Technologies cluster at EDGE, the company delivers trust in a world where cyber risks are a constant threat, focusing on delivering robust, secure, end-to-end solutions through four core business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications. Our team of cross-functional experts combines the energy of a start-up with the discipline of a large business to create solutions that work at scale.
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The Senior User Support Operations Engineer is responsible for delivering high-quality end-user support services as part of a scheduled, rotating support model, providing continuous coverage throughout the year, including day and evening shifts. This role addresses complex, high-impact user issues, provides technical expertise, supports onsite activities, and coordinates closely with internal support teams to ensure reliable operations, consistent service quality, and high user satisfaction.
Key Responsibilities:
- Provide advanced first-line support for complex user issues across supported products.
- Diagnose and resolve user-specific technical and application-related problems.
- Serve as a senior point of contact for non-standard and high-impact support cases, ensuring issues are resolved efficiently while maintaining a high standard of user experience.
- Deliver dedicated support to VIP and senior end users, including face-to-face and onsite assistance.
- Support device delivery, replacement, and onboarding activities for VIP users.
- Conduct in-person satisfaction check-ins following onboarding or major issue resolution.
- Maintain a professional, discreet, and confidence-inspiring presence during VIP interactions.
- Operate as part of a scheduled, rotating support model providing continuous coverage throughout the year.
- Ensure service continuity during shift handovers and peak operational periods.
- Take ownership of senior decision-making during assigned shifts and act as the primary escalation point within the shift for complex or sensitive issues.
- Coordinate with internal teams and higher support tiers (L2/L3) for issue resolution and ensure clear documentation and handover of escalated issues.
- Track escalated cases through to resolution and closure and perform approved administrative actions in production environments within defined scope.
- Manage user accounts and application administration tasks through authorized admin portals, ensuring all actions are documented and auditable.
Key Requirements:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 4–7 years of experience in end-user support, IT operations, or application support roles.
- Proven experience handling complex user issues and escalations.
- Prior experience in shift-based or extended-coverage support models is an advantage.
