Technical Support Engineer – MEA Region

About the role

Gilbarco Veeder-root is seeking a customer‑focused Technical Support Engineer to join its Middle East & Africa (MEA) support team. Based in Casablanca, you will deliver remote and on‑site assistance for hardware and software solutions, helping channel partners and end‑customers maximize the value of their investments.

Key responsibilities

• Provide remote and on‑site technical support to partners and customers across the MEA region.
• Own support cases from initial report through resolution, using the ticketing system to track progress.
• Collaborate with commercial, engineering, and operations teams to ensure timely and effective outcomes.
• Monitor service performance against SLAs and contribute to continuous‑improvement initiatives.
• Investigate, troubleshoot, and resolve hardware, software, networking, and integration issues.
• Escalate unresolved problems appropriately and work with internal teams to drive solutions.
• Deliver technical training sessions for customers, partners, and internal stakeholders.
• Support product launches and deployments in coordination with cross‑functional teams.
• Analyze trends and recurring issues, providing feedback to Engineering and Product teams.

Required profile

• 3‑5 years of experience in technical support, field service, or a similar customer‑facing technical role.
• Strong analytical and problem‑solving abilities with a focus on diagnosing complex technical issues.
• Excellent written and verbal communication skills in English and French.
• Collaborative mindset with the ability to build strong relationships with customers, partners, and colleagues.

Required skills

• Networking concepts
• System integration
• Communication protocols
• Hardware troubleshooting
• Software troubleshooting
• Experience with electronic equipment
• Experience with mechanical equipment