Senior Engineer - User Support Operations

External Job Description

ABOUT KATIM:

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 EDGE, one of the world’s leading advanced technology groups, KATIM delivers trust in a world where cyber risks are a constant threat, and fulfils the increasing demand for advanced cyber capabilities by delivering robust, secure, end-to-end solutions centred on four core business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications. Our talented team of cross functional experts continually takes-on new challenges. We work with the energy of a start-up yet the discipline of a large business to make solutions and products work for our customers at scale.

Job Summary:

The Senior User Support Operations Engineer is responsible for delivering high-quality end-user support services as part of a scheduled, rotating support model that provides continuous coverage throughout the year, including day and evening shifts.

The role focuses on handling complex and high impact user issues, providing technical expertise, supporting onsite activities, and coordinating 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.
• 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.
• 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.
• 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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