Think insurance is boring? Think again.Trufla Technology is a multinational Canadian company and the first of its kind – we offer a complete suite of digital solutions for the modern insurance brokerage. From SEO and web design, to lead management, branded customer service and API’s, Trufla provides a 360° digital strategy for brokerages and reimagines the way their customers interact with insurance.
Trufla is leading a digital revolution that will transform the insurance industry! We’re growing fast, and we’re looking for visionaries to join our team of innovators and disruptors at our Cairo offices.
It’s our goal for Trufla to be the
BEST place to work. A great corporate culture is one of our top priorities.
Main Benefits:- Competitive Salary
- Health Insurance
- Gym Membership
- Flexible Working Hours
- Continuing Education Opportunities
- Work from home
- Team Building Activities
- Milestone celebrations – work anniversaries, birthday celebrations, etc.
About YouAs a
Client Support Engineer, you are the first point of contact when our clients need help with our products—and often the person who turns a stressful moment into a “wow” experience. You lead with empathy, tuning in to how each customer is feeling and what success looks like for them. You enjoy solving problems, investigating technical issues, and helping customers succeed. You are naturally curious and analytical, you thrive on finding the root cause of an issue rather than simply treating the symptoms, and you instinctively reach for AI to work faster and smarter.
You understand that great support goes beyond answering tickets—it means building trust through genuine care, improving internal processes, identifying recurring issues, and contributing to a better product.
You'll work closely with Product, Engineering, QA, UX/UI, Implementation, and Customer Success teams to investigate issues, improve workflows, and ensure our clients receive an exceptional experience.
We value people who take ownership, enjoy learning new technologies, embrace AI as a core part of how they work, communicate effectively with both technical and non-technical audiences, and are excited to grow their technical expertise. This role offers excellent career growth opportunities into Senior Support, Implementation, QA, Product Management, or Engineering depending on your interests and strengths.
Job Responsibilities- Use AI—including Claude and Cursor—alongside your own investigation to research, troubleshoot, and resolve client-reported issues faster.
- Reproduce client-reported issues in testing environments whenever possible before escalation.
- Analyze application behavior, logs, and available system information to identify root causes.
- Ask targeted questions to quickly understand customer issues through Jira, email, phone, or virtual meetings.
- Provide prompt, accurate, and empathetic updates that keep clients informed and reassured throughout the resolution process.
- Follow up with customers to make sure issues are fully resolved and that they leave the interaction feeling genuinely cared for—not just satisfied.
- Prioritize multiple client issues while meeting service level expectations (SLAs).
- Collaborate closely with Product, Engineering, QA, Implementation, and Customer Success teams to resolve customer issues efficiently.
- Create clear, high-quality bug reports including reproduction steps, expected results, actual behavior, screenshots, logs, and supporting evidence.
- Properly document investigations and escalate issues that require engineering support.
- Identify recurring customer issues and proactively recommend long-term improvements.
- Participate in product planning, testing, and release discussions when appropriate to stay informed about upcoming functionality.
- Share client feedback and observations that help improve our products and overall customer experience.
- Create, maintain, and continuously improve internal troubleshooting guides, knowledge base articles, and client-specific technical documentation—using AI to keep it clear and current.
- Contribute ideas for process improvements, automation opportunities, and operational efficiencies.
- Apply AI responsibly and creatively across research, documentation, and everyday support to raise both speed and quality—and help customers get the most from our AI-powered solutions.
- Stay current with new technologies and product updates, and share what you learn with the team.
Job Qualifications- 2+ years’ experience in a similar role, preferably within a marketing agency, technology/software company or professional services firm
- Willing to shift regular work schedule to support clients in various time zones
- Proven track record managing client and internal relationships
Strong understanding of:- Working with AI day to day—especially Claude and Cursor—to investigate issues, research solutions, and draft clear customer communication
- Writing effective prompts, and knowing when to lean on AI versus dig in yourself
- Supporting customers who use our AI-powered solutions and explaining them in plain language
- General technical aptitude and genuine curiosity about how software works
- Comfort getting hands-on with web technologies, APIs, and databases—or the drive to build that fluency quickly
- Familiarity with HTML/CSS, JavaScript, SQL, REST APIs, and browser developer tools is a plus, not a must
Experience with:- Jira
- API testing tools (Postman or similar)
- Linux Operating System
- Docker Containers
- Git Version Control
- CI/CD concepts (GitLab or GitHub)
- Apple Developer Program
- Google Play Console
Nice to Have- Python
- Django
- React
- Node.js
- Angular
- Shell Scripting
Values & Competencies- Analytical problem solver with strong attention to detail.
- Customer-first mindset with a passion for delivering exceptional client experiences.
- Excellent interpersonal, written, and verbal communication skills.
- Ability to communicate technical concepts clearly to non-technical audiences.
- Strong organizational and time management skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Collaborative team player who also works effectively independently.
- Demonstrates ownership, accountability, and professionalism.
- Curious, adaptable, and eager to continuously learn new technologies and tools.
- Open to constructive feedback and committed to continuous improvement.
- Identifies opportunities to improve processes, documentation, and the customer experience.
Trufla Technology is an equal opportunity employer and is committed to all forms of diversity in the workplace. All qualified individuals are encouraged to apply.*
After applying, complete your application by taking the required assessment below:https://app.testgorilla.com/s/6tcpu6p3
