Morasalaty | Maadi, Cairo, EgyptAbout MorasalatyMorasalaty is a SaaS communication platform serving businesses across the region. As we scale our customer base, we're investing in a support function that keeps our clients confident, productive, and successful on our platform.Role SummaryWe're looking for an Application Support Manager to own the day-to-day health of our customer support operation. You'll be the senior point of escalation for complex technical issues, the bridge between our customers and our engineering and product teams, and the person responsible for turning support data into improvements that reduce ticket volume over time. This is a hands-on leadership role: you'll resolve hard problems yourself while building the support strategy, onboarding flow, processes, and team capability that scale support as the business grows.What You'll DoBuild and own the support strategy and customer onboarding plan, ensuring new clients get up and running smoothly on the platform.Manage the application support queue end to end, ensuring tickets are triaged, prioritized, and resolved within SLA.Act as the senior escalation point for complex technical issues that frontline support can't resolve.Diagnose, reproduce, and troubleshoot platform issues, documenting root causes and clear reproduction steps for engineering.Own the ticketing system: configure workflows, maintain categorization, and report on key metrics (response time, resolution time, backlog, CSAT).Partner with product and engineering to surface recurring issues, advocate for fixes, and feed customer pain points into the roadmap.Build and maintain internal knowledge bases and customer-facing help documentation.Coach and develop support team members, setting quality standards and reviewing performance.Requirements5+ years of technical support experience in a similar role.Hands-on experience supporting SaaS software (required).Proven experience building support and onboarding plans/processes.Strong troubleshooting skills with the ability to diagnose issues across application, integration, and data layers.Excellent written and verbal communication; able to explain technical concepts clearly to non-technical customers.Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management, or similar).Maadi or Cairo resident strongly preferred.Nice to HaveExperience leading or mentoring a support team.Familiarity with APIs, integrations, and reading logs.Bilingual Arabic/English.How This Role Fits InThe Application Support Manager sits at the center of the customer experience — connecting customers, support, product, and engineering. You're not just closing tickets; you're the early-warning system for product quality and the voice of the customer inside the company. Strong performance in this role directly drives retention, customer trust, and a lighter long-term support burden as the platform matures.