Software Support Analyst

Location: Nasr City, Cairo (on-site, minutes from City Stars) | Type: Full-Time | Department: Technical Support / Solutions EngineeringAbout the RoleSilicon21 is a leading regional value-added distributor of digital imaging and document management solutions, and an official partner of global brands including RICOH. We're looking for a Software Support & Solutions Analyst to be the technical backbone between our software platforms and the clients who rely on them daily.This is a hands-on, problem-solving role — not general IT helpdesk. You'll own the full lifecycle of software-related issues for our document/imaging solutions clients: configuration, troubleshooting, testing, training, and long-term technical support. You'll manage multiple client accounts simultaneously, so strong organization and the ability to prioritize under pressure matter just as much as technical skill.What You'll Actually Be DoingSoftware Configuration & ImplementationConfigure and set up software platforms for new and existing clients based on their specific environment and requirementsPerform initial system setup, license activation, and integration with client hardware (printers, scanners, document management systems)Validate configurations through structured testing before handing off to the clientTroubleshooting & Technical SupportDiagnose software issues reported by clients — connectivity errors, configuration conflicts, driver/software compatibility issues, performance problemsReproduce reported issues, isolate root cause, and apply fixes or escalate to vendor/product teams when neededManage and prioritize a queue of active support tickets across multiple clients at the same time, keeping each client informed of statusDocument recurring issues and known fixes to build an internal knowledge baseClient-Facing Technical WorkConduct on-site visits across Cairo when remote troubleshooting isn't enough to resolve the issueDeliver hands-on training sessions to client end-users and administrators on how to use the software correctly (reduces repeat tickets)Walk clients through updates, new features, or workarounds in a way that's clear even for non-technical usersBuild long-term relationships with client technical contacts so you become their trusted go-to personCollaboration & ReportingWork closely with the Sales team to understand new client environments before onboarding, flagging potential technical risks earlyCoordinate with vendor technical support (RICOH and other partner brands) on complex or unresolved issuesKeep internal records updated: ticket logs, client configuration notes, resolution historyWhat You Need to BringRequired:2+ year of experience in software support, technical support, software implementation, or a similar hands-on technical roleStrong troubleshooting mindset — you investigate root causes, not just symptomsComfortable working with software configuration, basic networking concepts (IP addresses, drivers, connectivity), and client-server setupsAbility to manage multiple open issues/clients at once without losing track of prioritiesClear communicator who can explain technical concepts to non-technical people, calmly and patientlyBased in or near Nasr City, Cairo, with flexibility for local client visitsNice to have:Familiarity with printing/document management software, drivers, or imaging hardware ecosystemsBasic understanding of databases or system integrationsExperience delivering end-user training or technical walkthroughsBachelor's degree in Computer Science, IT, or a related field (not required if experience speaks for itself)What We Offer💰 Very competitive salary🎯 Performance bonus🏥 Comprehensive medical insurance📍 Nasr City office, right next to City Stars — easy commute📈 Real growth path into solutions architecture and technical consulting, working directly with globally recognized brands