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Senior User Support Operations Engineer

Unlock employer Abu Dhabi, United Arab Emirates Posted: 23 Mar 2026

Financial

  • Estimate: $60k - $90k*
  • Zero income tax location

Accessibility

  • Office Only
  • Apply from abroad
  • Visa Provided

Requirements

  • Experience: Senior
  • English: Professional

Position

KATIM 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 the company, KATIM delivers trust in a world where cyber risks are a constant threat, fulfilling the increasing demand for advanced cyber capabilities by delivering robust, secure, end-to-end solutions.

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This position as a Senior User Support Operations Engineer is located in Abu Dhabi, AE. This role operates as part of a scheduled, rotating support model providing continuous coverage throughout the year, including day and evening shifts.

Key Responsibilities

  • Provide advanced first-line support for complex user issues across supported products.
  • Diagnose and resolve user-specific technical and application-related problems.
  • Act as a senior point of contact for non-standard and high-impact support cases.
  • Ensure 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.
  • Ensure a professional, discreet, and confidence-inspiring presence during VIP interactions.
  • Ensure service continuity during shift handovers and peak operational periods.
  • Take ownership of senior decision-making during assigned shifts.
  • 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.
  • Ensure clear documentation and handover of escalated issues.
  • Track escalated cases through to resolution and closure.
  • Perform approved administrative actions in production environments within defined scope.
  • Manage user accounts and application administration tasks through authorized admin portals.
  • Execute device-related actions in line with procedures.
  • Ensure all administrative 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 working in shift-based or extended-coverage support models is an advantage.
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