Customer Support Engineer - Middle East Region - F M

As a Customer Support Engineer based in the UAE, youll be the crucial link between Exails innovative technology and our valued clients in the Middle East. Youll ensure the seamless integration and operation of our diverse product range, including maritime navigation, motion simulation, and USV systems. This role offers a unique opportunity to gain hands-on experience with a wide spectrum of advanced technologies and contribute directly to customer success.

Key Responsibilities

• Customer Champion: Represent Exail with professionalism and expertise, building strong relationships with clients both remotely and on-site.
• Remote Technical Support:
• Respond promptly to customer inquiries via hotline, email, and other channels.
• Accurately document, analyze, and report customer issues within our database.
• Perform local maintenance and testing of Exail and customer equipment.
• On-Site Expertise:
• Conduct pre-surveys, installations, commissioning, training, demos, and provide expert technical assistance.
• Prepare detailed reports and follow-up on all on-site activities.
• Travel extensively within the Middle East, with occasional international travel, including to our French headquarters.
• Internal Collaboration:
• Work closely with sales, project, and maintenance teams to ensure seamless customer support.
• Provide technical expertise during pre-sales and post-sales activities.
• Stay up-to-date with product developments through regular interaction with product managers in France.
• Continuous Improvement:
• Engage in continuous training to enhance your knowledge of Exail products.
• Contribute to the development and improvement of support procedures and tools.
• Share knowledge and expertise within the support team.
  

• Bachelor’s degree in Engineering or Science (Electronics, Robotics, Mechanical, Ocean Engineering) or equivalent experience.
• Alternatively, 5+ years of experience working with high-technology products or a relevant military background.
• Strong customer service orientation and a results-driven mindset.
• Exceptional analytical and problem-solving skills.
• Ability to work independently and under pressure, both individually and as part of a team.
• Self-motivated, technically curious, and proactive.
• Excellent English communication skills (written and verbal). Fluency in Arabic is highly desirable.
• Cross-cultural awareness and experience.
• Knowledge of inertial navigation, underwater acoustics, surveying, or gyrocompass systems is a significant advantage.
• Proficiency in the MS Office Suite.
• Comfortable working on boats at sea.