Hire remote technical support specialists from Egypt — with real software and networking backgrounds, trained on your product stack, resolving issues at 80% first-contact rate. Available 24/7 at 60–70% less than local Gulf or Western hiring costs.
No add-on fees, no hidden costs. Every service below is part of your dedicated team's scope from day one.
Password resets, account issues, basic troubleshooting, and guided walkthroughs — resolved before escalation to keep ticket volume low.
Deeper product investigation, log analysis, bug reproduction, and coordination with your dev or engineering team.
Helping new users activate, configure, and get value from your product — reducing early churn in the critical first 30 days.
Writing, updating, and organizing your help center articles and internal documentation to reduce repeat tickets.
Screen-share sessions and guided troubleshooting for software, integrations, and configuration issues via Zoom, Teams, or Meet.
Weekly reports on ticket volume, resolution time, escalation rate, and CSAT with actionable insights for your product team.
Egypt is home to one of the largest and fastest-growing tech communities in the Arab world, with strong university engineering faculties producing thousands of technically skilled graduates annually. Unlike traditional outsourcing hubs, Egyptian technical support agents bring real software comprehension — not just script-reading — making them effective at L2 depth troubleshooting.
At Nitrova, we go deeper than CV matching. Every technical support specialist we place is tested on your specific product area — whether SaaS, networking, fintech, or healthcare software — before your first interview.
Agents hold degrees in computer science, software engineering, or IT — not just customer service certificates.
Critical for Gulf SaaS companies where clients communicate in Arabic but documentation is in English.
Experienced with Jira, Zendesk, Intercom, PagerDuty, Freshdesk, and most modern support stacks.
Compared to hiring L1/L2 technical staff locally in Kuwait, UAE, or Saudi Arabia — with no compromise on quality.
Specialized technical professionals placed across these sectors — each matched to your specific product and stack.
A structured, low-friction process designed specifically for technical roles — no generic hiring, no shortcuts.
We deeply study your product — features, common issues, error codes, and escalation paths — before any specialist goes live.
We match agents with relevant technical backgrounds — software, networking, or industry-specific knowledge aligned to your stack.
Agents practice in your staging environment or sandbox before handling real customer tickets — ensuring confidence and accuracy.
First two weeks include daily quality checks and real-time Slack or Teams visibility into agent performance and ticket handling.