Technical Support Engineer

About the Role

The Technical Support Engineer owns assigned incidents from diagnosis through verified resolution across CashPrime’s cash counting, sorting, deposit, recycling, self-service, ATM-related, and connected hardware portfolio. You will provide remote and on-site support, document every action in the service system, and meet contracted SLA targets.

Reports to: Technical Support Manager

What You'll Do

Diagnose and resolve electrical, electronic, electromechanical, firmware, software, connectivity, and peripheral issues across the CashPrime product portfolio
Own assigned help-desk tickets within SLA, keeping customer, site, model, serial number, symptoms, diagnosis, actions, parts, and outcome accurately updated
Provide remote troubleshooting and perform on-site preventive maintenance, corrective maintenance, installation, commissioning, and acceptance support
Use service manuals, diagnostic tools, and structured testing to isolate root causes and confirm safe, reliable machine operation
Coordinate escalations, spare parts, workshop repair, and field-service activities without losing ticket ownership
Confirm resolution with the customer, document recurring failures, and contribute fixes and knowledge articles
Train customer operators on correct use, daily care, and first-line checks for supported equipment

What We're Looking For

Bachelor's degree in Electronics, Electrical, Mechatronics, or an equivalent technical qualification
1-3 years of technical support, maintenance, or field-service experience with electromechanical equipment
Strong troubleshooting discipline and confidence reading technical manuals, diagrams, and diagnostic results
Customer-focused communication and complete, accurate service documentation
Willingness to travel to customer sites and work within support schedules when required
Fluent Arabic and working English

Nice to Have

Experience with banknote counters, sorters, cash deposit machines, teller cash recyclers, ATMs, kiosks, or similar equipment
Knowledge of networking, Windows-based service tools, embedded systems, or banknote authentication
Experience with Odoo Helpdesk, Field Service, inventory, or repair workflows
Valid driving licence

What We Offer

Structured product and manufacturer-led technical learning
Hands-on experience across a broad cash-automation and self-service portfolio
A clear service workflow with measurable SLA and quality objectives
Growth through field experience, technical escalation, and knowledge development
Compensation and benefits aligned with experience and company policy

About CashPrime

CashPrime connects cash-handling hardware, ARKASH, implementation, and lifecycle service for banks, CIT operators, and retailers across Egypt, the UAE, and Saudi Arabia.

Technical Support Engineer

Cairo, Egypt·Full-time

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