Location: Nasr City, Cairo (on-site, minutes from City Stars) | Type: Full-Time | Department: Technical Support / Solutions Engineering About the Role Silicon21 is a leading regional value-added distributor of digital imaging and document management solutions, and an official partner of global brands including RICOH. We're looking for a Software Support & Solutions Analyst to be the technical backbone between our software platforms and the clients who rely on them daily. This is a hands-on, problem-solving role — not general IT helpdesk. You'll own the full lifecycle of software-related issues for our document/imaging solutions clients: configuration, troubleshooting, testing, training, and long-term technical support. You'll manage multiple client accounts simultaneously, so strong organization and the ability to prioritize under pressure matter just as much as technical skill. What You'll Actually Be Doing Software Configuration & Implementation Configure and set up software platforms for new and existing clients based on their specific environment and requirements Perform initial system setup, license activation, and integration with client hardware (printers, scanners, document management systems) Validate configurations through structured testing before handing off to the client Troubleshooting & Technical Support Diagnose software issues reported by clients — connectivity errors, configuration conflicts, driver/software compatibility issues, performance problems Reproduce reported issues, isolate root cause, and apply fixes or escalate to vendor/product teams when needed Manage and prioritize a queue of active support tickets across multiple clients at the same time, keeping each client informed of status Document recurring issues and known fixes to build an internal knowledge base Client-Facing Technical Work Conduct on-site visits across Cairo when remote troubleshooting isn't enough to resolve the issue Deliver hands-on training sessions to client end-users and administrators on how to use the software correctly (reduces repeat tickets) Walk clients through updates, new features, or workarounds in a way that's clear even for non-technical users Build long-term relationships with client technical contacts so you become their trusted go-to person Collaboration & Reporting Work closely with the Sales team to understand new client environments before onboarding, flagging potential technical risks early Coordinate with vendor technical support (RICOH and other partner brands) on complex or unresolved issues Keep internal records updated: ticket logs, client configuration notes, resolution history What You Need to Bring Required:2+ year of experience in software support, technical support, software implementation, or a similar hands-on technical role Strong troubleshooting mindset — you investigate root causes, not just symptoms Comfortable working with software configuration, basic networking concepts (IP addresses, drivers, connectivity), and client-server setups Ability to manage multiple open issues/clients at once without losing track of priorities Clear communicator who can explain technical concepts to non-technical people, calmly and patiently Based in or near Nasr City, Cairo, with flexibility for local client visits Nice to have:Familiarity with printing/document management software, drivers, or imaging hardware ecosystems Basic understanding of databases or system integrations Experience delivering end-user training or technical walkthroughs Bachelor's degree in Computer Science, IT, or a related field (not required if experience speaks for itself) What We Offer???? Very competitive salary???? Performance bonus???? Comprehensive medical insurance???? Nasr City office, right next to City Stars — easy commute???? Real growth path into solutions architecture and technical consulting, working directly with globally recognized brands