Customer Support Executive - SaaS & Cybersecurity

About the role

Fraus is an AI-powered Human Risk Management platform that helps organizations identify, assess and reduce human-related cybersecurity risks, using automated phishing simulations, security awareness training and human risk intelligence. It is expanding and is looking for a Customer Support Executive in Dubai, UAE, to act as the main point of contact for customers, giving technical and functional help, supporting onboarding and troubleshooting issues. The role suits someone who enjoys working with technology and building relationships with enterprise customers.

Key responsibilities

• Provide customer support by email, phone and online channels.
• Help enterprise customers with SaaS platform onboarding, configuration and day-to-day use.
• Troubleshoot technical and functional issues, including user accounts and integrations.
• Support customers with cybersecurity awareness training, phishing simulation setup and reporting.
• Investigate reported issues, reproduce problems and coordinate resolutions with engineering teams.
• Manage support tickets, track resolutions and keep customers informed.
• Assist with Microsoft 365, Microsoft Entra ID and Microsoft Teams integration questions.
• Maintain knowledge base articles, FAQs and support documentation.
• Gather customer feedback and work with product and engineering teams to improve usability.
• Maintain customer relationships and contribute to retention.

Required profile

• 2-5 years of experience in customer support, technical support, SaaS operations or a related role.
• Experience supporting software applications, cloud platforms or enterprise technology solutions.
• Ability to investigate technical issues and explain solutions clearly to customers.
• Excellent written and spoken English; Arabic is an advantage.
• Preferred: previous experience with cybersecurity products or B2B SaaS, and direct cybersecurity industry experience.

Required skills

• Basic understanding of SaaS architectures, cloud services and software integrations.
• Familiarity with cybersecurity concepts such as phishing and security awareness.
• Experience with ticketing systems, CRM platforms or customer support tools.
• Preferred: Microsoft 365, Microsoft Entra ID, Microsoft Teams, Azure, and familiarity with APIs, SSO, SAML, OAuth.

The company offers the chance to work with AI and cybersecurity technology, gain hands-on exposure to cloud integrations and enterprise customers, and collaborate with product, engineering and cybersecurity teams. Applications are made through the company's application process.