About MAG:


MAG is a recognized leader in delivering comprehensive, technology-driven solutions that safeguard critical operations. We design and deploy integrated systems — empowering businesses worldwide to protect assets, optimize workflows, and ensure continuity. Our commitment to innovation, quality, and client success fuels our reputation as pioneers in intelligent, connected environments.

Join MAG as a passionate and tech-savvy Software Support Engineer!

We’re looking for a customer-focused expert to provide top-tier technical support for our cutting-edge suite of security SaaS solutions. In this key role, you'll be the troubleshooter, resolving complex software challenges, ensuring system reliability, and delivering seamless experiences that boost customer satisfaction. If you're excited about solving technical puzzles, improving system performance, and making a tangible difference in security technology, this is your opportunity to thrive with a pioneering leader in connected, intelligent environments.

Key Responsibilities:

Technical Issue Resolution

Solve tricky software issues via phone, email, chat, or remote access (installations, setups, bugs, integrations, slowdowns, database errors).

Use logs, databases, and network info to find the root cause.

Replicate issues to test solutions.

Customer Interaction & Software Guidance:

Act as the technical expert interfacing directly with customers (end-users, system integration).

Explain technical issues and solutions clearly to all customers.

Manage expectations on resolution timelines and next steps for software issues.

Provide technical guidance on software configuration best practices within the existing product framework.

Product Expertise & Technical Knowledge Base:

Maintain deep, hands-on technical expertise in MAG's current software products, their architecture, APIs, and integration.

Contribute software solutions to the internal knowledge base: Detailed troubleshooting guides, workarounds for known bugs, configuration tips, FAQs.

Stay current on software patches, hotfixes, and minor releases impacting stability and functionality.

Technical Escalation & Collaboration:

Escalate confirmed software defects (bugs) to Programmer with detailed replication steps, logs, environment details, and impact analysis.Pass on customer ideas for improvements to the Business Analysts.

Document and route feature requests and enhancement ideas to the Software Business Analyst team for evaluation and prioritization within the product roadmap.

Collaborate with BA to verify bug fixes and reproduce complex issues.

Collaboration with Technical Support Engineering/Product Engineer on technically complex deployment or upgrade issues.

Document & Improve:

Log all support work accurately.

Create and update technical guides (for team & customers).

Spot recurring problems and suggest ways to make software or support better.

System Health & Proactive Technical Support:

Use monitoring tools to catch potential issues early.

Proactively warn customers about critical updates or best practices.

Requirements:

Degree or diploma in Computer Science, Software Engineering, Mechatronics Engineering or a related field

Fresh graduates & those with up to 2 years of experience in software development, with a strong understanding of programming languages, frameworks, and tools

Proficiency in Microsoft SQL Server (MSSQL). Understanding of network configs impacting software (TCP/IP, connectivity)

Excellent problem-solving, analytical, and communication skills

Ability to work independently and as part of a team and willingness to learn