Technical Support Specialist

Grubtech

Grubtech

IT, Customer Service

Cairo Governorate, Egypt

Posted on Mar 16, 2026

Role Overview

The Technical Support Specialist is responsible for providing first-class technical assistance to Grubtech customers, ensuring system stability, quick issue resolution, and smooth customer experience. This role acts as the first line of support for platform, integration, and POS-related issues across multiple regions.

Key Responsibilities

  • Provide first- and second-level technical support to customers via ticketing systems, chat, and email
  • Troubleshoot issues related to:

o Order flow and integrations o POS systems o Delivery platform connections

  • Monitor system performance and identify recurring issues or outages
  • Escalate complex technical problems to engineering or product teams with clear documentation
  • Collaborate closely with Onboarding, Activations, Content, and Customer Success teams to resolve customer issues efficiently
  • Ensure all support tickets are logged, tracked, and resolved within defined SLAs
  • Maintain accurate documentation, FAQs, and troubleshooting guides
  • Provide feedback to internal teams on product bugs, improvements, and customer pain points

Required Skills & Qualifications

  • 1–3 years of experience in technical support or SaaS support
  • Strong troubleshooting and problem-solving skills
  • Experience working with ticketing systems
  • Basic understanding of: -APIs and integrations -POS systems or restaurant tech (preferred)
  • Excellent communication skills and ability to explain technical issues in simple terms
  • Ability to work in a fast-paced, customer-facing environment
  • Comfortable supporting customers across different regions and time zones

See more open positions at Grubtech